Product Service Specialist

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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.

Caterpillar’s Earthmoving division is hiring a Product Service Specialist in Peoria, IL.

As a Product Service Specialist for Medium Wheel Loader Product Support, you will work with our dealer network to answer technical questions and monitor the overall performance of assigned products. You will connect our internal engineering teams to real-time questions from the field to keep our machines running and meet our customers’ needs. You will monitor and document factory build issues, and help engineering and manufacturing teams work the issues to resolution. You will also act as a point of contact with the machine EPCs for quality related issues.

What You’ll Do (Job Duties)

• Monitor and respond to DSN tickets related to questions about all Medium Wheel Loader machine systems.
• Identify tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change. Fixes must address both production and field requirements, which may be different paths
• Communicate reported issues at the product EPCs between the engineering and manufacturing teams. Also coordinate any repairs with the EPC and local dealers.
• Support marketing units with technical guidance for managing customer problems with product deficiencies
• Respond to dealer/customer and other Caterpillar employees’ questions regarding product performance
• Conducts dealer and customer visits, as needed, to personally provide technical assistance on urgent field problems and for follow-up purposes

What You Have (Core Skills)

• Customer Focus: Responding with urgency to field problems or for follow-ups
• Effective Communications: Ability to clearly explain solutions to dealer technicians and technical communicators
• Problem Solving: Adapting materials to audience; using mechanical aptitude to diagnose machine issues

• Technical Excellence: Strong mechanical background and communication skills to interact with technical community.

Top Candidates Will Also Have

• Hands-on experience in service, service engineering or product support related positions
• Strong mechanical aptitude with background in field repairs
• Caterpillar product knowledge (Medium Wheel Loader specifically is highly desired)
• Understanding or experience with dealers, customers, and/or suppliers.
• Ability to organize work and coordinate repair processes
• Project Management skills, both leading and as team member
• Bachelor’s degree in Engineering or related field.

Additional Details

• Domestic relocation assistance is available for this role.
• Travel: up to 15%
• Visa sponsorship is not available for this role.
• This position requires 5 days per week in the office (M-F)

Summary Pay Range:

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

Posting Dates:

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

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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