Product Support Specialist
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Career Area: Product Support.
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A career in product support offers a unique blend of technical expertise and customer service skills. As a product support specialist, you will play a vital role in ensuring the smooth operation of our products, providing critical assistance to customers and dealers worldwide.
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We are seeking an experienced product support engineer to join our team. This position is responsible for monitoring the overall performance of products, identifying problems, investigating causes, and establishing priorities for resolution.
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Key Responsibilities:
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* Defines problem in terms of observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers and technical staff to identify information needed, issues PIR (Product Improvement Request), develops plans for fixing problem including validation, and publishes corrective action.
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* Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
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* Provides input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Identifies number of pilot machines needed, dealer placement, rework needed at conclusion of pilot and assesses ready to ship.
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* Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
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* Supports marketing units with technical guidance for managing customer problems with product deficiencies.
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* Supports design engineer activity by identifying market needs to be considered in new/changes to product.
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* Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance.
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* Responds to dealer/customer and other Caterpillar employee questions regarding product performance.
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* Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes.
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Basic Qualifications:
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* Bachelor's Degree in Mechanical Engineering, Electrical Engineering, Software Engineering or Electronics, Computer Science or equivalent technical experience.
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* Prior experience in field or service engineering, and product support related positions.
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* Proven self-starter and problem solver, that demonstrates an appropriate sense of urgency.
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* Strong ability to work with people from many different backgrounds and cultures, internally and externally, with the ability to collaborate and influence others.
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Top Candidates Will Have:
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* Excellent written and verbal communication skills.
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* Strong mechanical aptitude, and product support experience.
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* Experience working with and supporting engineering teams.
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* Self motivated and organised.
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* Highly skilled at multitasking and trouble shooting.
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* Working with warranty and claims is ideal.
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* Proficient in use of Microsoft Office.
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* Well versed in IT, Cybersecurity.
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* Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.
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* Process oriented.
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Benefits:
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* Competitive remuneration package including a great bonus structure and share options.
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* Intentional career development with exposure to global teams and markets.
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* A strong commitment to safety and your wellbeing.
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* An inclusive workplace culture focused on quality, customer service and the environment.
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* A commitment to diversity and inclusion, equal opportunity, and equal outcome.
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* The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.
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Additional Information:
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* Travel: Up to 25%.
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* Equal Opportunity Employer.
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