Site Commissioning Performance Manager

Career Area:

Product Support

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.

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 centers, 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. Join our team to help build a better, more sustainable world for future generations!

Role Definition

Provide on-site technical and operational support for commissioning resulting in an on-time product handover to the customer. This position will support complex technical product problem resolution with Caterpillar Dealers to ensure customers receive the product performance, reliability, durability and availability expected as part of the CAT brand promise.  The incumbent will provide on-site support for the full range of diesel and gas electric power product and systems including generators, controls, cooling systems, enclosures and balance of plant. This role is part of Global Accounts Aftermarket and Quality team.

Responsibilities

• Ensuring that the skill set of the dealer assigned personnel meets the needs of the client organization.

• Gathering information regarding the nature of customer support issues and reporting trends to engineering for product revisions or enhancements.

• Establishing guidelines and defining standards for on-site technical support. Tracking service requests from initiation to completion and monitoring dealer staff performance to ensure guidelines are met consistently.

• This position is responsible for assisting customers during the installation of equipment, supplied by Caterpillar dealers, at customer sites.  

• The Site Commissioning Performance Manager works closely with Project Managers and those representing the customer.  

• Duties include performing site inspections, submitting progress reports, interfacing with contractors, overseeing the delivery, installation, start-up and testing of equipment, and providing guidance to CAT Dealer technicians while on the site. 

• Make regular visits to customer sites to provide technical support, troubleshooting and complex issue resolution for Electric Power product and systems.  This can include performing site testing, troubleshooting and validation of product improvements. 

• Train and assist Caterpillar dealer personnel and others in troubleshooting complex product issues.

• Enhance communication between Caterpillar, dealer, customer and contractors.  Attend customer and site meetings as required to keep customers and stakeholders informed.

• Assist dealer personnel with interim and permanent corrective action development and implementation.

• Determine the scope of existing product concerns, analyze the issues and as required recommend and support launch of Continuous Product Improvement (CPI) projects to effect product and process improvements.

Degree Requirement

Bachelor’s degree in an accredited Electrical or Mechanical Engineering curriculum or equivalent experience and progressive engineering or product support assignments supporting electric power generation or power systems products.  Or Master’s degree in an accredited Electrical/Mechanical Engineering curriculum and progressive engineering or product support assignments supporting electric power generation or power systems products. 

What You Will Bring (Skills & Experience)

Service Excellence : Extensive experience and knowledge of customer service concepts and techniques

• Anticipates customers' needs and satisfies them proactively.

• Resolves complex customer complaints or problems.

• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Effective Communications : Working experience and knowledge of communication concepts, tools and techniques

• Demonstrated ability to communicate technical information effectively with customers, dealers and internal team members/stakeholders at all levels.

• Delivers helpful feedback that focuses on behaviors without offending the recipient.

• Listens to feedback without defensiveness and uses it for own communication effectiveness.

• Avoids technical jargon when inappropriate.

• Looks for and considers non-verbal cues from individuals and groups.

Problem Solving : Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems

• Examines a specific problem and understands the perspective of each involved stakeholder.

• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

Relationship Management : Extensive experience and knowledge to establish and maintain healthy working relationships with customers, dealers, and peers

• Conducts periodic reviews of work effort, progress, issues, and successes.

• Creates opportunities to educate support teams on customer priorities.

• Empowers others to establish collaborative, healthy relationships.

Technical Excellence : Extensive experience and knowledge of a given technology and various application methods

• Excellent analytical skills and the ability to perform complex assignments and independently resolve challenging technical problems

• Engages appropriate subject matter resources to effectively resolve technical issues.

• Coach others in promoting, defining, analyzing, and providing superior technical solutions to business problems.

• Preferred: Strong electrical aptitude with a demonstrated ability to troubleshoot electrical problems.  Experience designing or providing technical support to electric power generation product and systems. 

Additional Information

• Relocation is available for this position

• Sponsorship is not available for this position

• This role will have up to 60%-80% travel

*This position is currently a hybrid in-office work model, requiring a 3-day weekly office presence onsite at our (location) office and remote work for the remaining days. However, work arrangements may be adjusted at any time based on business needs.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

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Summary Pay Range:

$126,000.00 - $189,000.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

February 21, 2025 - March 2, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.     

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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