Product Service Specialist
Product Service Specialist
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Job Description
Career Area:
Product SupportJob 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.
The Dealer Solutions Network (DSN) service team withinGlobal Service is the first point of contact at Caterpillar when our dealers are faced with product issues. We are responsible for providing timely product support directly to our dealers to put products back into service. When you join the Dealer Solutions Network service team you will be joining a team dedicated to providing world class product support for our dealers and customers.
As a Product Service Specialist you will work directly with dealers and Caterpillar product groups to provide quality interim and permanent resolutions to complex product health issues on all Caterpillar products.
The Product Service Specialist is part of a team that handles approximately 70000 dealer service requests per year. This team and individual are measured on resolution response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN).
What You Will Do:
Collaborate with product group support teams and escalate as needed to ensure quality resolutions are provided in a timely manner
Facilitate problem resolution between Dealer and internal Caterpillar personnel
The initial triage on product health events (includes the receiving and recording of Incident Reports to Caterpillar)
Record event information for future reference and for CPI data mining
Ensure that relevant details of the SR are properly documented (i.e. S/N dealer details product problem description escalation resolution)
Investigate documented information and manage dealer inquiry to closure
Reopen and/or review issues with dealers as appropriate
Adhere to DSN Best Practices (Guidelines)
Occasional off-hour support may be required for holidays and weekends
What You Have (Required Skills):
Basic mechanical electrical and/or hydraulic aptitude
Basic ability to read and understand technical prints and engineering specifications
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.
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Avoids technical jargon when inappropriate.
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.
Describes problem reporting and escalation practices.
Utilizes accepted procedures for problem analysis and resolution.
Identifies key aspects of problem-solving techniques used in own area.
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.
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Provides effective technical solutions to routine functional challenges via sound technical competence effectively examining implications of events and issues.
Applies current procedures and technologies to help resolve technical issues in ones general area of technical competence.
Helps others solve technical or procedural problems or issues.
What Will Set You Apart (Preferred Skills):
Engineering degree related technical degree or equivalent job experience
Prior product support related experience
Strong knowledge of Caterpillar product line offerings
Strong knowledge of Caterpillar product support systems and CRM tools (SIS TMI HVC SIMSi PSCRM etc)
Strong interpersonal skills with the ability to influence and motivate others
Strong understanding of dealer product support network
Good understanding of applied failure analysis
Proficient in reading and understanding technical prints and engineering specifications
Language skills: English Secondary Spanish / Portuguese highly regarded
About Caterpillar
Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.
Thisemployer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specificemployer such as H L TN F J E O. As a global company Caterpillar offers many job opportunities outside of the can be found through our employment website at Pay Range:
$87480.00 - $131280.00Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related 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 part-time employees
This position requires working onsite five days a week.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer such as H L TN F J E O. As a global company Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at Dates:July 24 2025 - August 7 2025Any 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. Qualified applicants of any age are encouraged to apply.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
