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.

Join Caterpillar Inc. as a Senior Product Service Engineer!

Are you ready to make a global impact with your expertise Caterpillars Building Construction Products division is seeking a passionate and skilled Senior Product Service Engineer to elevate our Small Wheel Loader (SWL) product support to new heights.

In this dynamic role you will:

• Drive Excellence:Ensure bestinclass performance and customer satisfaction by diagnosing and resolving machine issues.
• Collaborate Globally:Work closely with customers dealers and diverse internal teams to deliver innovative solutions.
• Grow Continuously:Embrace opportunities for continuous learning professional growth and mentorship.

At Caterpillar we value your contributions and are committed to your development. Join us and be part of a team that is dedicated to making a difference in the world of construction products.

What You Will Do (Job Duties):

• Tier2 Dealer Solutions Network: Main contact for Caterpillar dealers addressing technical queries and product issues. Act as a strong advocate for both customers and dealers ensuring their needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions.
• Product Problem Management: Manage product issues escalate priorities gather data support root cause investigations leverage crossfunctional experience to solve customer problems and communicate throughout. Provide technical expertise to troubleshoot machine issues and communicate corrective actions.
• Service Engineering: Improve product repairability maintenance and serviceability. Deliver service publications and communicate product improvements.
• Enhance Dealer Capabilities: Create highquality publications to enhance dealer service delivery and customer experience.
• Continuous Improvement: Engage in continuous product/process improvement and warranty programs. Identify and drive continuous product improvement opportunities including functional enhancements and serviceability improvements. Collaborate with engineering teams to develop and implement ICA and PCA solutions executing field fixes and product support programs to enhance product reliability and customer satisfaction.
• New Product Introduction: Lead Voice of the Customer/Dealer set requirements and influence early phase inputs to secure better program outcomes. Produce service manuals & documentation and manage service parts process. Deliver product support gotomarket product support plan and collaborate with teams to ensure successful product launch and provide postlaunch support. Support New Product Introduction (NPI) projects and contribute to product field testing and validation. Participate in field follow testing and validation programs monitoring product performance gathering insights and ensuring realworld effectiveness of solutions.

What You Have (Basic Qualifications):

• Education and Experience:Bachelors degree in Mechanical Engineering or equivalent technical experience.
• Technical Excellence:
  • Strong mechanical aptitude with experience in operating construction or offhighway equipment (e.g. articulated loaders backhoe loaders track or skid loaders excavators) and their applications in various sectors (construction waste handling aggregate handling snow clearing agriculture).
  • Proficient in troubleshooting and diagnosing issues on these machines defining repair processes and collaborating with Subject Matter Experts to determine root causes.
• Service Excellence:Knowledge of planned service and preventative maintenance practices including unplanned minor and major repairs for construction or offhighway equipment.
• Effective Communication:Exceptional written and verbal communication skills capable of conveying complex technical information clearly across all organizational levels. Willingness to collaborate with international teams in various time zones.

Top Candidates Will Have:

• Expertise in electrical and electronic systems mechanical systems engine systems structures integrated systems general design engineering test and development or technical knowledge of building construction or offhighway equipment.
• Proficiency in authoring service and maintenance manuals including test & adjust troubleshooting disassembly & assembly manuals and labor repair guidelines.
• Comprehensive industry knowledge of building construction or offhighway machine products and their applications. Ability to gather and communicate Voice of the Customer to crossfunctional teams (Engineering Commercial Marketing & Sales Design/Development Quality).

Additional Info:

• Location: NC Clayton Machine Development Center
• Office Model: Caterpillar requires employees to work onsite in the office five days a week
• Travel: 1020% domestic and international travel is expected. Global travel opportunities varies UK Brazil Europe & India
• Relocation: Domestic relocation assistance is NOT available for this role
• ISE: ISE assignment is NOT available.
• Visa Sponsorship: Visa 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

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

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities.

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