Lead Product Service Engineer (DSN Service Project Lead)

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.

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar youre joining a global team who care not just about the work we do but also about each other. We are the makers problem solvers and future work builders who are creating stronger more sustainable communities. We dont 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.

OurProduct Support and Logistics Division (PSLD)is one of the most innovative divisions within PSLD as within all of Caterpillar our priority is ourcustomers and helping them build a better world. We touch nearly everyelement of the services value stream. PSLD is responsible for Aftermarket Parts DistributionofCat Parts Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities technology and operational excellence.

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 DSN Service Project Lead you will have a unique opportunity to drive change in how we interact with our dealers and product groups to improve DSN process efficiency. You will be integral in taking a tech-forward approach to identify innovative projects that focus on increased DSN efficiency and reduced trips to the machine. You will represent the DSN in conferences and TC training sessions globally as well as work with dealers to drive change management with our DSN initiatives. You will leverage AI tools and data analytics to maximize efficiency across the DSN.

Additional Information:

• Location: Peoria IL (United States)
• Required Travel: Up to 15% (Domestic & International)
• Relocation Assistance Offered: None.
• US Work Sponsorship Offered: None.

What You Will Do:

Manage projects to improve DSN process efficiency leveraging technology AI and data analytics
Engage with dealer technical communicators frequently to drive change management with a focus on dealer self-serve opportunities
Represent the DSN service team in TC conferences and TC training sessions globally
Provide team and stakeholder updates on key projects
Define requirements and prioritize PSCRM enhancement requests

What You Have (Basic Requirements):
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.

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.

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.

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.

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

What Will Set You Apart (Top Candidates Will Have):

Strong presentation written and oral communication skills
Demonstrated excellence in a team environment
Strong skills in relationship management collaboration dealer focus project management data driven
Basic mechanical electrical and hydraulic aptitude
Innovative thinker with a tech forward mindset
Understanding of the dealer product support network and prior experience working closely with dealers
Prior product support related experience
Strong knowledge of Caterpillar product support systems and CRM tools (SIS TMI HVC SIMSi PSCRM etc)
Prior experience managing large projects

Bachelors Degree

What You Will Get:

Through it allweareone team creating and delivering world-class components and solutions superior to the more about theCaterpillarExperience.

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.

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Summary Pay Range:

Compensation 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

Posting Dates:

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. Qualified applicants of any age are encouraged to apply.

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