Product Support Engineer Job Overview
Career Area: Product
This role offers a unique opportunity to work with our customers in the field and contribute to the development of new products.
As a Product Support Engineer, you will be responsible for identifying and correcting product deficiencies, improving product design, and adapting improvements to products in your area of responsibility.
* Field Follow and support for New Product Introduction
* Responsible for identifying and correcting product deficiencies, improving product design, and adapting improvements to products in the assigned area of responsibility using CPI and DSN processes.
* Maintain technical liaison between Caterpillar and Dealers utilizing the Caterpillar DSN system.
* Prepare Failure Analysis, Summary Reports, Initiate & review Problem Lists, and inform appropriate persons on problem solution.
* When a product problem is solved, initiate a Technical Information Bulletin, Service Magazine or Service Letter to notify field and dealer personnel and provide a basis for publication to dealers.
* This position includes travel to customer sites for field follow and investigation.
Key Skills Required:
* Customer Focus Knowledge of values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
* Data Gathering & Analysis Ability to collect and synthesize data from various stakeholders and sources.
* Service Excellence Knowledge of customer service concepts and techniques.
* Consulting Knowledge of techniques roles and responsibilities in providing technical or business guidance to clients.
* Effective Communications Understanding of effective communication concepts tools and techniques.
* Problem Solving Approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems.
* Relationship Management Knowledge of relationship management techniques.
* Technical Excellence Knowledge of given technology and various application methods.
Top Candidates Will Also Have:
* Strong Electrical and Mechanical aptitude from a degree or trade background.
* Excellent communicator with technical clients good interpersonal skills and ability to influence and motivate others.
* Engineering or manufacturing background plus familiarity with materials equipment and processes.
* College or university degree or equivalent experience.
Benefits of This Position Include:
* Full-time employment at the Burnie office.
* Opportunity to work with a global team who care about each other and the work we do.
Additional Information:
* The ideal candidate will have a strong understanding of product development and improvement processes.