Job Description

Job Title Product Service Engineer

Description

Career Area:Marketing / Sales / Product Support : YOUR WORK SHAPES THE WORLD

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer's needs. Join us.

POSITION SUMMARY

This opening is for a Product Service Engineer within the Excavation division, providing technical expertise & offering service solutions to Caterpillar and Dealer technical teams. This role is a part of the Product Group Area Management team, which is responsible for representing Excavation division (EXD) to all internal & external partners in the Europe, Africa-Middle East, and CIS (EAME) region. This job role is responsible for supporting short term, tactical service issues as well as long term strategic improvement actions in the product support space. This position is an expert role within the product support function in which the candidate needs to provide leadership & guidance to regional Caterpillar and Dealer personnel.

JOB DUTIES

Product Quality

Continuously monitor field performance of products across the worktool / machine life cycle

Define product problems in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify & provide information needed

Work with Reliability & Engineering teams to understand potential Root Cause of failure

Work with team to identify Interim & Permanent Corrective Actions, help to validate them

Monitor results after change by collaborating with regional teams

Customer Support

Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.

Responds to dealer/customer and other Caterpillar employee questions regarding product performance through all communication channels, including the 'Dealer Solution Network'

Initiates preparation and distribution of technical publications to communicate resolutions and announce product improvements

Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes

New Product Introduction

Provides input to NPI (New Product Introduction) team for the setting up of serviceability, reliability and durability goals and pilot test program

Assist NPI team to perform Validation activities in the region

Commercial

Manages release of Service letters to address commercial/business impact of field problems

Monitor Standard & Goodwill Warranty costs to proactively address any gaps

Lead / participate in projects to improve Parts & Services Revenue

Lead / participate in projects to improve Customer product support experience

REQUIRED QUALIFICATIONS

6 - 8 years of relevant hands-on field experience

Technical education in Engineering or Equivalent

Strong knowledge of construction equipment, including application & service

Experience in Worktools, Hydraulic, Electrical & Electronics,

Effective communication & presentation skills, proficient in written & oral English language

Adept in using online systems & applications, high skill levels in MS Office

DESIRED QUALIFICATIONS

Able to build relationships with various internal & external stakeholders

Ability to read schematics, engineering drawings, knowledge of Hydraulic Excavators and worktools

This position requires regional travel as and when required, up to 30% of the time.

Diverse candidates from all backgrounds are encouraged to apply.

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html

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Please do not hesitate to apply if you feel you have the relevant skills and experience for the role.

Caterpillar is an Equal Opportunity Employer (EEO).

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