Product Service Engineer

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

What You Will Do:

As a Service Engineer, technical expert, you will investigate repeated field service issues, high profile issue or high commercial issues, through collaboration with different system, process and etc… Deliver the inputs including design improvement, VOB/VOC/VOD sharing and potential proposals for product performance optimization to product team.

What Skills You Will Have:

• Capture technical facts, troubleshooting steps, root cause, and corrective actions.
• Follow up with dealers and distributors to drive timely, high-quality case closure.
• Analyze product health using Caterpillar systems, field data, warranty inputs, and dealer feedback.
• Lead or support field resolution teams on critical product issues.
• Create, implement, and use CPI Find-It process within product support.
• Initiate parts return requests and support returned-parts investigation.
• Support NPI projects as Product Support Representative for assigned product lines.
• Maintain daily communication on technical issues, service actions, and issue status.

Required Qualifications:

• Bachelor’s degree and 5 years of engineering, product support, service, or operations experience OR
• Minimum 7-8 years of engineering, product support, service, or operations experience in lieu of degree.
• Excellent communication skills, cooperation and influence skills to work with different levels of employees and customers, especially with leadership management employees.
• Sense of urgency in resolving product health and customer-impacting issues.

Desired Qualifications:

• Proficiency with Caterpillar product support systems, including DSN and CPI tools.
• Strong knowledge of diesel engines, applications, diagnostics, and field troubleshooting.
• Experience working with Caterpillar, Perkins, dealer, distributor, and customer-facing personnel.
• Advanced computer applications, good oral and written communications skills are a must have.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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