Career Area:Marketing / Sales / Product Support
JOB PURPOSE: To exceed customer quality expectations of Motor Grader products and maximize overall customer uptime while minimizing warranty impact.
Incumbents in this position will have worldwide accountability for monitoring the overall performance (including reliability, durability, maintainability and repairability) of Motor Graders.
The incumbents identify, investigate, and obtain resolution for field problems to maintain/improve Motor Grader performance for both current production and new product introduction programs. Problem identification involves, but not limited to dealers, field reps, process partners, Dealer Service Network, Technical Coordinator meetings and direct customer visits. Incumbents will own continuous product improvement (CPI) Find It activities and help in CPI Fix It projects or cost reductions. CPI Find It investigation involves statistical analysis, failure analysis on returned parts, internal or supplier process reviews, and direct factory or field investigation.
The incumbent will also participate in corrective action(s) creation, which can be in the form of suggested design changes and/or manufacturing process improvements for quick solutions (ICA – Interim Corrective Actions), long term field repairs (PCA – Permanent Corrective Actions) and factory implementation. Employee is responsible for creating and publishing service magazines, special instructions, and field rework requests through product service letters. The incumbents are additionally responsible for reporting overall Motor Grader health to management team on a regular basis to confirm or define action plans to achieve defect per unit targets and overall CPI coverage.
This position will be the primary lead service engineer on Motor Grader new product introductions and annual product updates. This position will also be responsible for planning and executing field follow programs to evaluate overall customer acceptance of new products. Incumbents will also conduct serviceability audits on field follow machines and provide input for setting serviceability targets stated in the functional specifications.
Employee will work for aftermarket growth by promoting current kit sales and identify new aftermarket opportunities through direct voice of the customer.
Employee may also be responsible for performing other job duties occasionally as assigned.
Requires 5-10 years of Company experience with 2 or more years of field experience, a good engineering background, knowledge of competitive products, service tooling, repair practices, product user practices, dealer service capabilities, parts merchandising practices and a high level of product knowledge. Effective communications skills, credibility, persuasiveness, and high stress tolerance are required.
Caterpillar is an Equal Opportunity Employer (EEO).
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