Articulated Truck Senior Product Service Engineer

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

Job Purpose:

As an Articulated Truck Senior Product Service Engineer you will provide leadership and support for new products existing Articulated Trucks across North and South America.

Responsibilities:

Developing appropriate procedures and plans to ensure Articulated Truck quality and evaluating results to identify functional deficiencies.
Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve Articulated Truck serviceability.
Writing technical specifications and instructions to ensure Articulated Truck quality and performance. Tracking and managing the status of quality improvement projects from inception to release.

Top Candidates Will have:

• Previous experience working closely with customers and dealers.

What Skills You Will Have:

Customer Focus:
Facilitates creation of the right products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments open communication and ongoing feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
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:
Anticipates customers needs and satisfies them proactively.
Resolves complex customer complaints or problems.
Teaches others how to deliver excellent customer service in a variety of settings.
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 customers esteem of the organization.

Problem Solving:
Ensures capture of lessons to be learned from a problemsolving effort.
Organizes potential problem solvers and leads problem resolution efforts.
Uses varying problemsolving approaches and techniques as appropriate.
Contributes to standard practices for problemsolving approaches tools and processes.
Analyzes and synthesizes information and devises alternative resolution strategies.
Develops successful resolutions to critical or wideimpact problems.

Relationship Management:
Maintains productive longterm relationships with customers dealers and Tech reps.
Creates opportunities to educate support teams on customer and dealer priorities.
Empowers others to establish collaborative healthy relationships.

Additional Information:

This position requires the candidate to work fulltime at Mossville IL (AC)

Domestic relocation assistance is available.

This position may require 25 travel.

Sponsorship is not available

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjobrelated knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to parttime employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals Including minorities females veterans and individuals with disabilities are encouraged to apply.

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