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

Griffin, GA or Mossville, IL.

Caterpillar’s Large Power Systems Division (LPSD) designs and manufactures diesel and gas engines, ranging from 400 kilowatts to 16 megawatts of power, and the key engine systems such as fuel, air, after treatment and cooling which are used to power oil & gas, electric power, marine, rail and Cat machine applications around the world.

LPSD currently has an opening for a Marine Service Engineer located in Griffin, GA or Mossville, IL. In the role as a Service Engineer, you will provide support for LPSD engines in marine applications globally. The Service Engineer monitors the product health of marine engines, launches projects and initiatives to drive product improvements, and resolves complex technical and commercial product problems for Caterpillar dealers to ensure customers receive the product performance, reliability, durability, and serviceability expected as part of the Cat Brand Promise. The service engineer plays a key role in the continuous product improvement (CPI) process from start to finish and is responsible for driving the appropriate publications and support plans for the field.

What you will do: 

• Monitor the product health and quality performance in the field for the LPSD Marine engines
• Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
• Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
• Provide accurate financial forecasts for CPI projects requiring field support plans
• Work closely with dealers and Marine reps to Investigate and resolve complex marine customer technical issues
• Utilize Applied Failure Analysis (AFA) to investigating critical failures and adapt internal reports for external use. 
• Provide support for major problems to resolve warranty claims, develop ICA repair options and advise Caterpillar Marine and dealers on maintenance and service options.
• Closely monitor and support the field population postproduction and provide monthly updates to the leadership team
• Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary.
• Provide IPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions.
• Develop and maintain effective relationships with LPSD Engineering, Quality, and Cat Marine personnel to efficiently resolve customer problems.

Degree Requirement:

• Engineering degree or technical degree or equivalent professional experience

Top Candidates May Have Experience in the Following:

• Experience in Marine applications
• Experience with Diesel engines and engine systems
• Working knowledge of Caterpillar dealers, warranty and service systems
• Experience with the Continuous Product Improvement (CPI) process

What you will have:  

Customer Focus: Extensive 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: Working 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: Extensive 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: Working 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: Extensive 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: Working 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: Working Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

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

Additional Information:

• This position can be located in Griffin, GA or Mossville, IL.   
• Domestic Relocation is available to Griffin, GA only.
• Visa sponsorship is not available for this position.
• This position may require up to 25% travel.

What you will get:

• A commitment to diversity and inclusion. Our common values and focus on inclusion and respect drive the decisions made by our company, teams, and people. Here, you can apply your unique life and job experiences, and work in a team environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.
• Safety in words and actions. Safety is a core value at Caterpillar. We encourage and commit to safety in all processes that we do. We strive to provide a safe and secure work environment for all of our employees.
• You earn more than just a salary because we value your performance.  We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.
• Additional benefits include paid vacation days and paid holidays (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.

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.

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. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

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Posting Dates:

August 28, 2024 - September 5, 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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