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.

About IPSD

Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L engines that not only power Caterpillar machines, but also power over 5000 other applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future. 

Role Definition

As a Senior Product Service Engineer, you will be responsible for ensuring customer satisfaction by diagnosing and resolving complex engine and integration issues, promoting, defining, analyzing, and providing technical steering for dealer and customer issues.

What You Will Do:

• Act as a strong advocate for both customers and dealers, ensuring their product issues are effectively communicated to internal engineering teams to drive impactful solutions.

• Analyze product health information for IPSD’s 0.5L – 18L engine lineup.  Review uncovered and emerging issues to develop storyboards and communicate with product organizations.

• Manage hardware, software, and performance failures, escalate priorities, gather data, support root cause investigations, and leverage cross-functional experience to solve customer problems. Provide technical expertise to help troubleshoot machine issues and communicate corrective actions.

• Improve product repairability, maintenance, and serviceability. Author technical specifications and deliver service publications to communicate product improvements.

• Soliciting and gathering internal and external feedback to identify requirements for product serviceability.  Tracking and managing the status of projects from inception to release.

• Identify and lead process improvements to increase team efficiency and velocity.  Drive global workstream alignment to provide consistent process across all three regions.

What You Will Have:
 

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

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

• Advises others on creating customer focused environments in various scenarios.

• Facilitates creation of the 'right' products and services to resolve customer business issues.

• Communicates and models the criticality of customer focus as an organizational strategy.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Anticipates customers' needs and satisfies them proactively.

• Teaches others how to deliver excellent customer service in a variety of settings.

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

• Participates in developing a variety of effective ways to deal with difficult customers.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Reviews others' writing or presentations and provides feedback and coaching.

• Adapts documents and presentations for the intended audience

• Organizes potential problem solvers and leads problem resolution efforts.

• Communicates well downward, upward, and outward.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Advises others on the assessment and provision of all technical solutions.

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

• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.

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

What Sets You Apart:

• Experience working within or closely alongside established dealer and service support networks

• Strong understanding of industrial engine applications, customer needs, and product support environments

• Background in performance development, engine systems, or related product design activities

• Experience supporting customers, dealers, or field-facing technical issue resolution

Additional Information:

• This position is located in Mossville, IL

• Up to 20% domestic and international travel required

• Relocation assistance is not available

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.

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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