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.

Job Title: Technical Representative

Salary: £45,348 - £52,000 (Depending on Experience)

Location: Peterborough – hybrid working pattern

Benefits: 

• 25 days annual leave,    

• Up to 10% Bonus

• Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%

• Contributory share scheme - Caterpillar will match 50% of the employee's contribution.

• Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase.

Flexible working arrangements will be considered for this role, in-line with the needs of the business.

About IPSD

Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L Cat® and Perkins engines that power over 5000 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. 

Job Summary

IPSD has an exciting opportunity for a Medium Engines Product Support Technical Representative. Even with the world’s best products, from time-to-time problems occur. In this role you will be responsible for ensuring that your Cat Machine Group (CMG) customers receive a world class Product Support, Service and Parts Availability experience for C0.5 – C7.1 engines.

What You Will Do:

Primary function of this position is managing the product support relationship between the IPSD-M engine and CMG division, with frequent and effective communications on product health, problem management and service communications. In this position you will work as part of the team supporting our Building Construction Product division..

For our customer, you will be the primary product support contact, and will become an expert in understanding customer needs from a product health point of view. Within our business, you will be the primary contact for product issues affecting your customer, advocating voice of customer (VOC) into our business, and representing our business position back to the customer. You will lead regular issue review meetings with the customer.

Emerging issues and Product Problem Management

You will support multiple elements of the IPSD and CMG CPI process including:

• Work closely with CMG Product Support and IPSD emerging issue teams to ensure facts are gathered to support emerging issue investigation. Including input on failure symptoms, occurrence and customer impact.

• Regularly communicate Continuous Product Improvement (CPI) Find it & Fix it issue investigation status, and drive for project velocity.

• Manage Send It Back (SIB) requests.

• Gather and analyze data and make recommendations based on knowledge of engine and machine operation.

• Support project BB and provide voice of customer on Service Publications, Field Support Plans and Service Letters.

Service and Parts availability

You will work with our partners to ensure our customer service and parts needs are met.

• Work with our parts division partners to ensure that engine and engine parts availability issues are resolved, in particular when we have customer machine down or dealer back-order issues.

• Dealer technical communicator (TC) and customer product support conferences are supported, providing the very latest information and CPI updates in response to dealer and Caterpillar service team questions

• This position administers service policy codes to pay for requested dealer work.

CMG Facility and Pre-Service Support

As part of a team you will work with our customer factories to support pre-service and new product facility readiness.

• Manage factory quality relationship with selected BCP facilities.

• Work closely with CMG facilities to ensure all pre-service issues are managed effectively. As-delivered quality (ADQ) quality events are documented in the Non Conforming Material (NCM) system.  Pre-service (ADQ) reworks are coordinated at customer facilities as required. Progress updates are communicated regularly.

• Customer Readiness Reviews (CRR) are completed in all receiving machine facilities, ensuring the end-to-end processes from engine system receipt through machine assembly, test and PDI to machine shipment meet our legal and technical requirement.

What You Skills You Will Have:

Technical Excellence: Knowledge of a given technology (Diesel engine and after treatment technology and machine applications) and various application methods; ability to develop and provide solutions to significant technical challenges.

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.
 

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.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top Candidates will demonstrate some of the following:

• Working knowledge of engine and engine systems, including recent developments in off-highway diesel engines, emissions control systems and electronically controlled engines.

• Customer after-care service or support experience

• 6 Sigma Green Belt / Black Belt or CPI Black Belt project experience

Additional Notes:

Be prepared to travel globally up to 25% of the time.

What You Will Get

The CMG product support team cover a broad range of issues that are critical to our customers.  By providing a single point of contact we are more integrated with our customer’s businesses, provide a high level of service and also ensure our customers are well represented within our own business with the prioritization of projects and resources.

As the role is global in nature and involves working with multiple departments within IPSD and many other parts of Caterpillar, it provides an excellent opportunity for the right person to gain customer-facing experience and knowledge.

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:

November 14, 2024 - November 30, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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