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: Product Service Engineer (Construction Equipment)

Salary Grade: £55,500 - £68,000 depending on experience

Location: Desford, Leicestershire – hybrid considered with 3 days in office and two from home

The Opportunity

As a Product Service Engineer, you will provide world-class product support and be the main contact for the Caterpillar Dealer network and customers in your region. Your goals include managing product issues, improving quality, supporting dealers, ensuring product acceptance, protecting the brand, and enhancing customer satisfaction. You will work with project teams on New Product Introductions, focusing on Product Support deliverables.

This UK-based role is part of the global Caterpillar BCP Wheel Loader team, covering Europe, Africa & the Middle East, the US, Brazil, and Japan.

As Product Service Engineer, your accountabilities will include, but are not limited to:

• Tier2 Dealer Solutions Network: Main contact for Caterpillar dealers, addressing technical queries and product issues.

• Product Problem Management: Manage product issues, escalate priorities, gather data, support root cause investigations, leverages cross-functional experience to solve customer problems and communicate throughout.

• Service Engineering: Improve product repairability, maintenance, and serviceability. Deliver service publications and communicate product improvements.

• Enhance Dealer Capabilities: Create high-quality publications to enhance dealer service delivery and customer experience.

• Continuous Improvement: Engage in continuous product/process improvement and warranty programs.

• New Product Introduction: Lead Voice of the Customer/Dealer, set requirements and influence early phase inputs to secure better program outcomes. Produce service manuals & documentation and manage service parts process. Deliver product support go-to-market product support plan and collaborate with teams to ensure successful product launch and provide post-launch support.

Interview Process: Telephone interviews from posting date and face to face interviews wc 10 February.

NB.  The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

What You Can Demonstrate:

Customer Focus: Understanding and prioritizing customer needs in all business decisions to create tailored solutions.

• Recognizes and commits to customer expectations.

• Confirms understanding of customer needs.

• Seeks and acts on customer feedback.

• Aligns organizational goals with customer expectations.

Technical Excellence: Expertise in technology, processes, and techniques to solve significant technical challenges.

• Effectively performs the technical job aspects and provides effective solutions to routine challenges.

• Continuously expanding knowledge and staying current with technical and procedural aspects of the job.

• Assists others in solving technical or procedural issues.

Data Gathering: Ability to objectively collect and synthesize data from various sources to reach conclusions or goals, or judgment.

• Adheres to data gathering and analysis policies.

• Reports issues in data collection.

• Uses basic data collection and evaluation or assessment tools.

Service Excellence and Relationship Management: Understanding customer service and relationship management techniques to meet or exceed customer needs and maintain healthy working relationships.

• Provides excellent service and resolves common customer problems.

• Responds urgently and positively to unexpected customer requests or issues.

• Understands customer experiences, needs, and challenges.

• Monitors and addresses customer satisfaction levels.

• Alerts own team to problems in client satisfaction.

Desired Experience & Skills:

• Competent working knowledge in operating building construction or off-highway equipment such as articulated loaders, backhoe loaders, track or skid loaders, and excavators, along with their applications in general construction, waste handling, aggregate handling, snow clearing, and agricultural sectors etc. This includes an understanding of work tools and/or attachments.

• Competent working knowledge of planned service and preventative maintenance practices for building construction or off-highway equipment. This includes an understanding of unplanned minor and major repair processes.

• Proficient in troubleshooting and diagnosing issues on building construction or off-highway machines and defining repair processes, including testing and adjusting machine machines. This may include gathering diagnostic data and working with the Subject Matter Expert to determine root cause and defined repair process.

• Expertise in electrical and electronic systems, mechanical systems, engine systems, structures, integrated systems, general design engineering, test and development, or technical knowledge of building construction or equipment.  This may include reading schematics, test & adjust, or troubleshooting manuals.

• Proficient in authoring service and maintenance manuals for building construction or off-highway machines. This may include but not limited to test & adjust, troubleshooting, disassembly & assembly manuals and labour repair guidelines.

• Demonstrates comprehensive industry knowledge of building construction products or off-highway machine products and their applications. Gathering and effectively communicating Voice of the Customer to cross-functional teams such as Engineering, Commercial, Marketing & Sales, Design/Development and Quality.

• Knowledge of battery electric construction products or off-highway machines and applications is a plus.

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

What You Will Get
Becoming a member of a skilled, diverse and inclusive team that will provide a good foundation for future career development within Caterpillar.

Benefits: 27 days annual leave + bank holidays – option to buy or sell, Bonus, Flexible Buy In Benefits such as Private Medical, Health Care, Dental & Vision scheme and more, Share Scheme (50% Company Matched), Contributory Pension Scheme (Contribution double by Company up to 10%)

Travel: 10% to 20% of your time, Global travel opportunities, varies - USA, Brazil, Europe & India.

Posting Dates:

January 9, 2025 - January 24, 2025

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community.