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Senior Technical Support Representative

4 months ago

Miramar, United States Caterpillar Full time

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.

About Caterpillar Medium Speed Engines

For decades, Caterpillar and MaK has been a manufacturer of premium medium-speed marine, oil & gas and electric power engines and generator sets. Worldwide, our engines are in operation for customers who rely on their reliability. The Caterpillar and MaK product line features marine diesel, gas and dual fuel engines used in a wide variety of marine, oil & gas and electric power applications. Caterpillar and MaK offers exceptionally engineered and innovative products, components, and services. The engines also provide unparalleled “anytime, anywhere” product support to ensure confidence and peace of mind for customers by ensuring maximum uptime and productivity. And with our worldwide dealer network with in-house stock of spare parts, we guarantee a fast service and a high availability for our customers. Moreover, our after-sales service offers not only high-quality spare parts, but also a wide range of retrofit options to help our customers make their business more efficient and prepare for a sustainable future.

We are looking for a Senior Technical Support Representative. This role assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

Job Duties/Responsibilities may include, but are not limited to:

Provide expert level technical support to customer and internal service team for medium-speed diesel, spark ignited gas, and dual fuel engines in marine, offshore oil and gas, and land-based power plant installations and applications.

Understand Caterpillar Motoren engine and product Application and Installation guidelines (A&I).

Provide technical support for a wide range of engine auxiliary components, electronic control and monitoring systems, digital governors/ controllers, and plant auxiliary systems and components including Balance of Plant equipment.

Project management to solve complex technical problems.

Develop, perform, document performance tests on customer engines and related equipment.

Independently analyzing and evaluating measurement data (engine and system), troubleshoot reported operating problems.

Optimization of engine settings and engine control in close cooperation with the performance team.

Independent fault detection on customer systems in operation, mainly by remote diagnosis on the basis of fault descriptions and occasionally on site, advice on remedial measures.

Perform failure analysis on damaged components.

Supporting the dealer network and end-customers with all technical enquiries regarding engines and connected systems and their interfaces with each other.

Attend customer meetings when necessary and support internal and dealer sales team with technical discussions, and to support parts and service sales activities. Provide technical support to explain engine upgrade solutions and associated benefits to customers.

Provide personal and written representation of the company in the event of complex damage or customer complaints, negotiations with customers and dealers.

Coordination in the implementation of field activities (service letter).

Write and prepare professional detailed inspection and service reports for customer use.

What You Have – Skills, Knowledge, & Experiences:

Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:

Facilitates creation of the 'right' products and services to resolve customer business issues.

Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.

Communicates and models the criticality of customer focus as an organizational strategy.

Service Excellence : Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:

Anticipates customers' needs and satisfies them proactively.

Resolves complex customer complaints or problems.

Applies the concept of 'Moments of Truth' to customer service.

Participates in developing a variety of effective ways to deal with difficult customers.

Recovers from a service failure in a way that enhances customer's esteem of the organization.


Consulting : Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Level Extensive Experience:

Analyzes and fully documents client requirements.

Applies experience to developing and executing multiple consulting assignments.

Works with client to identify alternative solutions and associated pro's and con's.

Prepares proposals and presentations for a consulting opportunity.

Manages all aspects and phases of a consulting relationship.

Monitors consulting assignments versus expectations.


Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Expert:

Works to create a climate that values and rewards good oral and written communication.

Communicates effectively with diverse audiences, using appropriate media and language.

Monitors developments in communications tools for potential use by organization.

Writes reports, for distribution to the business or professional community.

Ensures important messages are clearly understood.


Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Expert:

Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.

Orchestrates the resolution of high-impact and cross-functional problems.

Successfully organizes problem solvers and stakeholders for high-impact problems.

Predicts and explains long-term trends and implications for alternatives.

Monitors industry for best practices and new techniques in problem-solving.


Relationship Management : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Extensive Experience:

Communicates to clients regarding expectations of all parties.

Participates in negotiating the terms of the business relationship.

Conducts periodic reviews of work effort, progress, issues, and successes.

Maintains productive, long-term relationships with clients or vendors.

Creates opportunities to educate support teams on client priorities.


Technical Excellence : Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:

Engages appropriate subject matter resources to effectively resolve technical issues.

Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.

Assumes accountability for personal technical performance and holds others responsible for theirs.


Project Management : Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
Level Working Knowledge:

Provides input for Gantt or PERT charts or their equivalent to track project progress and status.

Under guidance, plans and estimates simple projects.

Assists in detailed project plans including cost, schedule, and resource requirements.

Obtains information from stakeholders during the planning stage of a project.

Produces standard project status reports.

Top Candidates Will Have:

Several years of experience in technical support, testing, and on-site servicing/operating of large medium-speed-engines.

Good knowledge of large medium speed engine technology including diesel and spark ignited gas.

Good knowledge of large medium speed engine installations, A&I, auxiliary system components and Balance of Plant systems and components.

Experience in analyzing of engine data.

Good knowledge of digital engine control systems, governors, monitoring systems.

Knowledge and experience in relation to the interaction of the various components of a ship propulsion system, offshore oil and gas installations, and or a power plant.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary. Because we value your performance, we offer a total rewards package that provides day-one benefits, including but not limited to:

Competitive salary and annual bonus program

Medical, dental, and vision coverage​

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)​

Company-matched 401(k) plan

Stock option opportunity over time

Health savings account (HSA)​

Flexible spending accounts (FSAs)​

Short and long-term disability coverage​

Life Insurance​

Paid parental leave​

Healthy Lifestyle Programs​

Employee Assistance Programs​

Voluntary Benefits (Ex. Accident, Identity Theft Protection)

Strong community involvement