Product Support Engineer
You will be responsible for providing continuous support and technical guidance to customers and dealers. This includes assisting, identifying, and correcting product deficiencies, improving product design, and adapting improvements to products in your assigned area of responsibility.
Main Responsibilities:
* Field follow and support for new product introductions
* 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 solutions
* 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 will include travel to customer sites for field follow and investigation
Key Skills Required:
* Customer Focus: Knowledge of customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
* Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from various stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment
* 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
* Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
* 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, and 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
* Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges
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 the ability to influence and motivate others
* Engineering or manufacturing background plus familiarity with materials, equipment, and processes
* College or university degree or equivalent experience
This Position Requires:
* Full-time work at the specified office location
* No relocation assistance available
* No sponsorship available