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Marketing Sales Product Support Card@2X

Marketing / Sales / Product Support

Sr Product Service Engineer

Location Country City, New South Wales, Australia / Singapore, Singapore
Date Posted
Contract Type Full time
Job Type Regular
Requisition ID R0000145027

Career Area:

Marketing / Sales / Product Support

Job Description:

Your Work Shapes the World

Whether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure.  Without a dedicated workforce, Caterpillar could not effectively meet our customer’s needs. 

Job Description:

Caterpillar’s Articulated Truck (ATK) group is currently seeking a Product Service Engineer located in Australia or Singapore to support the ATK product line in the APD region. Reporting to the Product Support Manager, you will work with various stakeholders, including engineering, dealers, and customers to provide technical support services. This includes activities to drive product quality improvement, product value and customer satisfaction.

JOB DUTIES Include but not limited too.

  • Initiates and performs field visits to dealers / machines providing on-site support and thorough problem investigation. Prepares, documents and presents field trip reports to product support and Continuous Product Improvement (CPI) teams.

  • Provide field input for the identification of product quality issues. Advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.

  • Provide hands-on product expertise to complete problem analysis and provide ICA.

  • Collaborates with CPI teams to assist in determining root cause and corrective action of product quality issues.

  • As a CPI team member, a service engineer functions as the subject matter expert providing technical experience, field data, root cause definition support. Also develops plans for and conducts field testing of proposed new parts for problem resolution.

  • As a CPI team member, is responsible for the creation of field support publications such as TIBs, SMAGs and/or Service Letters.

  • Communicate with dealers regarding CPI status, problem troubleshooting, corrective action etc. This includes presenting product updates during Dealer Technical Communicator (TC) conferences.

  • Provide back up support for the Dealer Solution Network (DSN) as a tier 2 technical expert.

  • Leads the working relation with dealers and technical reps to effectively monitor product quality, reliability, performance, safety and operator comfort levels. Initiates and conducts regular quality/continuous product improvement reviews with major dealers involving dealer technical communications reps and district technical & Product Support teams.

  • Monitors and highlights parts availability issues and provides input on known or expected parts demand changes.

  • Collaboration with other regional ATK service engineers to align on top priority product quality issues.

  • Collaborates on policy decision with Cat technical representatives.

  • Support NPI field follow engineer in region with pilot machine activities. Support NPI activities related to updating literature, spare parts lists, parts stock recommendation, etc.


  • Requires a strong technical background (college degree or similar) and a working knowledge of machine systems, testing and adjusting, troubleshooting, maintenance and repair.

  • Min. 6-7 years of solid experience in; technical/product support related positions (ideally in product development / proof design activities) are required. Requires good knowledge / experience with product development, test programs, service tooling, product user practices, product service requirements, dealer service capabilities, parts support processes in a product group environment.

  • Good analytical, organizational and communications skills and proven ability to work effectively in a cross- functional, multi-cultural team environment.

  • Has credibility, persuasiveness and high level of Interpersonal skills

Caterpillar is an Equal Opportunity Employer (EEO).

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