DSN Parts Specialist

Opis

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 Summary:

To serve as the first point of contact for Caterpillar Dealers & internal Cat personnel requiring assistance with product management (for all Caterpillar Products). The Parts Technical Analyst provides the dealer/customer with interim and permanent repair information to restore product functionality. Position will accomplish:

• The initial “triage” on Service Requests
• Investigate documented information
• Manages dealer inquiry to closure

The Parts Tech Analyst’s main responsibility is to process Service Requests from the Dealer/Customer utilizing Phone & Electronic channels.

JOB RELATED STATISTICS: Parts Technical Support Analyst is part of a team that handles approximately 165,000 dealer service requests per year. The team and individual are measured on Tier 1 resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) submitted to the Global Dealer Solution Network (GDSN).

What You Will Do:

The Parts Technical Support Analyst receives Service Requests from dealer inquires related to reuse & salvage or parts identification issues. They will manage the SR to resolution with the duties to include:

• Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
• Investigating SR and document into PSCRM
• Assigning Caterpillar priority to Service Request

• Escalating the inquiry when needed to subject matter experts
• Facilitates problem resolution between Dealer and internal Caterpillar personnel

• Reopening and/or reviewing issues with dealers as appropriate
• Adherence to GDSN Best Practices (Guidelines)
• Any additional job duties requested by management

What You Have:

Desired / Required Skills:

This position requires a detail-oriented person with a strong mechanical/technology aptitude/product knowledge and / or an Engineering background– this could include an accredited engineering or related degree. Additionally, the incumbent will have:

• 1+ years of reading Engineering Drawings (external 3+ years)
• Navigating key Caterpillar product support systems

• A general knowledge of Caterpillar product line and related products
• A good understanding of the Dealer Support Network
• A sense of urgency to resolve Dealer/Customer issues

Desired Skills:

• Strong Mechanical Aptitude
• Excellent written and oral communication skills. (Fluent in English)

Desired skills include a familiarity of Engineering Drawings and proficiency in navigating key Caterpillar product support systems.

This position has been evaluated using Hay Standard Process and has taken into consideration the organizational structure and reporting relationship. Any deviation from the information above may impact the evaluation of this position.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of India which can be found through our employment website at www.caterpillar.com/careers.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance (prorated based upon hire date).

Final Details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

If you are interested in joining our team, please apply using an English version of your CV. We look forward to meeting you!

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.

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Posting Dates:

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

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