Product Service Engineer
Career Area: Marketing / Sales / Product Support
This is a staff position although the incumbent is expected to provide direction as necessary to entry-level marketing
Incumbent is responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers
worldwide. Incumbent identifies problems, investigates causes and establishes priorities for resolution. Defines problem in terms of
observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers
and technical staff to identify information needed, issues PIR (Product Improvement Request), develops plans for fixing problem including
validation, and publishes corrective action. Fixes must address both production and field requirements, which may be different paths.
Identifies tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change.
Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field
problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce
Provides input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program.
Identifies number of pilot machines needed, dealer placement, rework needed at conclusion of pilot and assesses ready to ship.
Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information
division, test and evaluation, etc. Supports marketing units with technical guidance for managing customer problems with product
deficiencies. Supports design engineer activity by identifying market needs to be considered in new/changes to product. Provides counsel
to subsidiary plant service engineering/product quality on product problem maintenance. Responds to dealer/customer and other Caterpillar
employee questions regarding product performance. Conducts dealer and customer visits to personally provide technical assistance on
urgent field problems and for follow up purposes. Continuing challenge is maintaining communications on the level necessary for multi plant
involvement on a worldwide basis.
- Requires extensive experience in service, service engineering and product support related positions.
- Must have strong mechanical aptitude and product knowledge and good engineering background.
- Requires effective communication skills, ability to organize work and persuasiveness.
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.
At Caterpillar we embrace and promote diversity, we encourage our people to be themselves, this is a place where we succeed on merit.
Please do not hesitate to apply if you feel you have the relevant skills and experience for the role.