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Product Service Engineer

2 months ago

Mossville, Illinois, United States Caterpillar Full time
About the Role

Caterpillar is seeking a skilled Product Service Engineer to join our team in Mossville, IL. As a key member of our organization, you will be responsible for ensuring the overall quality of our Grade product and facilitating quality improvements through contributions in design, manufacture, distribution, service, product improvement, and other support processes.

Key Responsibilities
  • Provide frequent support to dealer service departments in resolving product problems via ticketing systems, phone, and email.
  • Maintain and develop Service Information with internal publication teams to ensure proper service information is available to dealer organizations.
  • Review hardware and software quality reports to identify improvement opportunities and analyze responsible internal organizations.
  • Initiate Continuous Product Improvements activities with internal engineering organizations and support projects through subsequent phases.
  • Support internal process partners in validation of New Product Introductions and develop relevant service information.
  • Develop procedures and plans to ensure product quality and evaluate results to identify functional deficiencies.
  • Evaluate production processes to identify defects in manufacturing and design.
  • Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products.
  • Write technical specifications and instructions to ensure product quality and performance.
  • Conduct customer and dealer site visits to maintain relationships and resolve product problems.
Requirements
  • Customer Focus: Facilitate creation of 'right' products and services to resolve customer business issues.
  • Data Gathering & Analysis: Follow proper data gathering and analysis processes and policies.
  • Service Excellence: Anticipate customers' needs and satisfy them proactively.
  • Consulting: Explain requirements, deliverables, costs, and criticalities of assignments.
  • Effective Communications: Review others' writing or presentations and provide feedback and coaching.
  • Problem Solving: Identify and document specific problems and resolution alternatives.
  • Relationship Management: Provide prompt and effective responses to client requests and interactions.
  • Technical Excellence: Advise others on assessment and provision of technical solutions.
What We Offer

Caterpillar offers a total rewards package that provides competitive base salary, annual incentive bonus plan, medical, dental, and vision coverage, paid time off plan, 401k savings plan, health savings account, flexible spending accounts, short and long-term disability coverage, life insurance, paid parental leave, healthy lifestyle programs, employee assistance programs, and voluntary benefits.