Product Support Engineer

Beschreibung

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining 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 don't 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.

Job Title: Product Support Engineer

Salary/Grade: £46,329 - £52,000 per annum (depending on experience)

Location: Belfast, NI

Benefits:

• Up to 12% bonus

• 25 days annual leave plus bank holidays

• Contributory pension scheme - Caterpillar will double the employee's contribution up to 6%

• Contributory share scheme - Caterpillar will match 50% of the employee's contribution.

• Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase.

This position requires working on site 4.5 days a week.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centres, municipalities, and more.

With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers.
We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Join our team to help build a better, more sustainable world for future generations!

The Opportunity

The Electric Power Division has an opening for a Product Support Engineer on the FG Wilson Product Support team. This position will support complex technical product problem resolution with FG Wilson Dealers globally to ensure customers receive the product performance, reliability, durability and availability they expect.

You will lead Provide dealer support through the FG Wilson Dealer Solution Network for the full range of FG Wilson electric power products and systems including generators, controls, cooling systems, enclosures and balance of plant. In this role, you will support issue investigation, root cause analysis and develop and implement interim and permanent corrective actions as required. You will run and support CPI issues and Projects, publish Service Literature, conduct failure analysis, support Dealer commissioning as required, and provide troubleshooting support from the office and at customer field locations.

What You Will Do

• Provide leadership and technical direction to resolve complex technical issues impacting the product and its integration to the customer system.

• Lead Continuous Product Improvement (CPI) projects to investigate and resolve product and process issues affecting FG Wilson product.

• Complete root cause analysis and develop interim and permanent corrective actions to resolve complex product health issues.

• Develop appropriate procedures and plans to ensure product quality and evaluate results to identify functional deficiencies. Correct design flaws as needed.

• Evaluate production processes to identify defects in manufacturing and design. Modify designs to maximize production efficiency and product quality.

• Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.

• Write technical specifications and instructions to ensure product quality and performance. Track and manage the status of projects from inception to release.

• Support NPI (New Product Development) programs on behalf of the FG Wilson Product Support group to ensure that all Product Support activities relevant to the new product are reviewed and actioned as appropriate.

• Undertake or support serviceability audits on new products to ensure that field issues, dealer feedback and product improvement opportunities are reviewed at the relevant point in the product development cycle.

• Determine the scope of existing deficiencies, request Engineering changes or manufacturing modifications to correct problems, and work through the applicable department to effect changes.

• Responsible for achieving practical solutions to product deficiencies and problems by providing accurate, up-to-date field failure information, which they summarize and communicate, to Engineering, Quality and Manufacturing.

• Prepare Technical Information Bulletins for Field Rework Programs containing technical and cost data on proposed or approved engineering changes.

• Inspects parts returned for warranty claims, gives advice and guidance to other Service Engineers and Claims Technicians and warranty analysts. Provides technical advice to dealer service personnel on products being followed and advises product groups on application problems.

• Assists Publications and Marketing Training in preparation of literature concerning product, assists Service Development and Service Technology on product tooling and diagnostic recommendations, initiates rework campaigns, keeps abreast of safety reports which could cause liability and high warranty cost and establishes and maintains good relations with dealers and related FG distribution groups.

What You Have

Education:

• Progressive experience within the power generation industry.

• Requires strong knowledge of Electric Power products, product design, and product applications and related equipment. A strong working knowledge of modern diesel engines from a Mechanical perspective is essential as is a good knowledge of electrical power related equipment e.g. control systems, alternators and cooling equipment. Must have working knowledge of dealer support and CPI processes, engine warranty/policy programs, service data systems, and dealer/customer operations.

Technical Excellence:

• Ability to develop and provide solutions to significant technical challenges.

• Technical aptitude with power generation products, engines or similar industrial equipment.

Service Excellence:

• Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Demonstrable experience resolving complex customer complaints or problems for power generation products, engines or similar industrial equipment.

Customer Focus:

• Ability to foster strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

• Experience with anticipating customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

Relationship Management:

• Ability to establish and maintain healthy working relationships with all stakeholders across the business.

• Demonstrable experience working with customers resolving complex challenges.

• Provides prompt and effective responses to client requests and interactions.

Decision Making and Critical Thinking:

• Ability to accurately analyse situations and reach productive decisions based on infirmed judgement.

Effective Communications:

• Ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.

• Ability to be build trust with customers and influence win-win outcomes.

Problem Solving:

• Ability to apply knowledge of problem solving appropriately to diverse situations.

Additional information

• There is up to 25% travel requirement for this role.

• This role requires 100% on site presence with hybrid not available.

What You Will Get

At Caterpillar, you'll have the opportunity to make a real impact by supporting critical power solutions used around the world—from hospitals and data centres to emergency response infrastructure. As a Product Support Engineer, you'll work with cutting-edge power generation products, collaborate with global dealers and engineering teams, and play a key role in driving product performance, reliability and continuous improvement.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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