Career Area:
Marketing / Sales / Product Support
Job Description:
The Electric Power Division has an opening for a Product Support Engineer on the Customer Service team. This role directly interacts with our dealers and customers every day. Helping dealers resolve challenging technical issues on a large range of diesel and gas electric power product from 20kW to 4000kW, from the office and at locations where the product is used. Improving product quality by identifying opportunities and leading projects to improve product through the Continuous Product Improvement (CPI) process. Conducting failure analysis and providing root cause and corrective actions for issues affecting some of our largest Electric Power customers.
Duties & Responsibilities
Provide dealer support through the Dealer Solution Network, run and support CPI issues and Projects, publish Service Literature, conduct failure analysis, support Dealer commissioning, and provide troubleshooting support from the office and at customer field locations
Determine the scope of existing deficiencies, request Engineering changes or manufacturing modifications to correct problems, and work through applicable department to effect changesResponsible for achieving practical solutions to product deficiencies and problems by providing accurate, up-to-date field failure information, which they summarize and communicate, to Engineering, Quality and Manufacturing
Product Support Engineers keep engineering and other management personnel appraised of activities and/or status of product problems. This first-hand experience is communicated to those responsible for developing solutions to product problems
Technical Information
Bulletins are initiated and input prepared for Field Rework Programs containing technical and cost data on proposed or approved engineering changes
Inspects parts returned for warranty claims, gives advice and guidance to other Service Engineers and Claims Technicians, provides technical advice to dealer service personnel on products being followed and advises product groups on application problems
Assists Publications and Marketing Training in preparation of literature concerning product, assists Service Development and Service Technology on product tooling and diagnostic recommendations, initiates rework campaigns, keeps abreast of safety reports which could cause liability and high warranty cost and establishes and maintains good relations with dealers and related Caterpillar groups.
Required Qualifications
Bachelors degree in an accredited Electrical or Mechanical Engineering curriculum or equivalent experience and 3-5 years in progressive engineering or product support assignments supporting electric power generation or power systems products
OR Masters degree in an accredited Electrical/Mechanical Engineering curriculum and 1-2 years in progressive engineering or product support assignments supporting electric power generation or power systems products.
Excellent analytical skills and the ability to perform complex assignments and independently resolve challenging technical problems
Demonstrated excellent judgement and decision-making ability
Demonstrated ability to communicate technical information effectively with customers, dealers and internal team members/stakeholders
Travel: 25%
Relocation is available for this position.
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.
As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers. #LI
Relocation is available for this position.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
