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.

Product Service Consultant

Lafayette, IN

Relocation Assistance is Available

The Large Power Systems Division has an opening for a Product Service Consultant / Commercial Diesel Tier-2 DSN Analyst within the Commercial Diesel Service Engineering group located in Lafayette, IN.  The Commercial Diesel Service Engineering group is accountable for the product health (performance, quality, reliability, durability, and serviceability) of the Cat 3400/C27/C32/3500/C175 diesel engine families with responsibility ranging from immediate problem resolution on customer sites to supporting long term CPI (Continuous Product Improvement) projects.

In the role as a Product Service Consultant you will provide technical support and guidance to Caterpillar dealers for LPSD diesel engines in Electric Power, Oil & Gas, Rail, and Industrial applications globally to resolve complex engine issues in the field.  In this role, you will also support the investigation of critical customer issues and interface with a wide range of teams across LPSD and the enterprise for consensus on next steps.  

What you will do:

• Provide timely technical support and response to dealers via the DSN service Request process
• Recall and manage failed parts back to Caterpillar for analysis, and coordinate parts viewing with engineering and metallurgical lab.
• Research product failure history, and engage the various engineering organizations quickly to resolve customer issues.
• Support the service engineers with early identification of emerging product problems
• Support the service engineers with Continuous Product Improvement (CPI) projects
• Develop and maintain effective relationships with LPSD Engineering, Quality, and Cat industry personnel to efficiently resolve customer problems.
• Must be flexible to cover urgent customer issues outside of core work hours as needed, including nights, weekends, and holidays

Education:

• Four year engineering or technical degree or 8 years job related experience with Engine products.

Skill Descriptors:

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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

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.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

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.

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

  

Top candidates will also have:  

• Hands on experience with Diesel engines or mechanical and electrical systems troubleshooting and repair
• Good product knowledge of the Cat 3500, C175, or C280/3600 engines
• Working knowledge of Caterpillar dealers, warranty and service systems
• Experience with the Continuous Product Improvement (CPI) process

Additional Information:

• The position is located in Lafayette, IN
• Relocation assistance is available for this position
• This position may require up to 10% travel
• Informational Calls with the hiring manager are encouraged for this position

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:

September 9, 2024 - September 17, 2024

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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