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 Engineer

Location: Decatur, IL
Travel: Up to 40%
Relocation Assistance: Available
Visa Sponsorship: Not Available

Job Summary:

Join the Large Wheel Loader, Wheel Dozer, and Compactor Product Support Team as a Product Service Engineer.  In this role, you’ll be responsible to deliver world class product support to dealers and customers across the world for the Large Wheel Loaders.  You’ll work closely with internal partners, customers, and dealers to ensure successful fleet performance.

What You Will Do:

• You will be responsible for collecting field feedback and quality metrics to drive and support continuous improvement projects. 
• Supports CPI process on active projects with publications, campaigns, field test iron and in the emerging issues Find It process with parts returns, field problem investigation, data analysis, field test iron.
• Technical and troubleshooting support to Dealers, Customers, DSN, CPI and facility quality teams
• Resolve customer complaints or complex problems by troubleshooting root causes and organizing appropriate subject matter experts, then leading problem resolution and field validation efforts with appropriate sense of urgency.
• Support NPI programs and responsible for delivering all NPI Product Support Deliverables
• Manage NPI Field Follow and Close Follow Programs
• Interface with dealers for technical and commercial support to develop, maintain and/or improve business relationships with customers and key accounts.
• Travel to dealer and customer job sites and lead field investigations

Education requirement:

Bachelors degree preferred or demonstrated equivalent knowledge through professional expertise.

Top Candidates will also have:

• Strong product support background (CPI, NPI, systems used by Cat Product Support)
• Large Wheel Loader/Wheel Dozer/Compactors product knowledge or other machine/component level knowledge
• Knowledge working with dealers and end users of machines or engines
• Excellent interpersonal skills to deal with complex issues
• Ability to build relationships with internal and external partners
• Analytical skills having ability to interpret information and turn into action
• Understanding of mining, quarry and landfill industries and applications
• Extensive progressive responsible job-related knowledge

What skills you will have:

Customer Focus:

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Meets regularly with customers to understand their wants, needs and expectations.

Technical Excellence:

• Knowledge in New Product Introduction (NPI) processes including service literature and field follow.
• Knowledge in Continuous Product Improvement (CPI) processes including field problem investigation, service publications, and warranty analysis.
• Good understanding and working knowledge of machine systems and can engage appropriate subject matter resources to effectively resolve technical issues.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

Effective Communications:

• Creates and communicate technical presentations to dealers, customers, and internal stake holders.
• Demonstrates technical excellence when communicating a need or defending a position.
• Uses effective persuasive techniques to secure agreement and support.
• Effectively lead discussions / projects with consensus, action plans, and follow up.

Problem Solving:

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Summary Pay Range:

$110,520.00 - $165,840.00

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:

December 3, 2025 - December 16, 2025

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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