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 PURPOSE: Customer Services Consultant are responsible for following, identifying, evaluating, documenting, communicating and correcting specific engineering and workmanship deficiencies on products within their division.

JOB RELATED STATISTICS: Defect per unit levels below agree division targets: 0.3741 2 MIS and 1.1243 12MIS Increase CPI coverage to 50% Service request (DSN) answer in velocity 85% and quality 90% CPI products to be closed out to 65% Annual CPI 6 sigma benefit: +$250,000

JOB DUTIES: Provide dealer support through the Dealer Solution Network, run and support CPI issues and Projects, publish Service Literature, conduct failure analysis, support Dealer commissioning, and provide troubleshooting support from the office and at customer field locations. Determine the scope of existing deficiencies, request Engineering changes or manufacturing modifications to correct problems, and work through applicable department to effect changes. Responsible for achieving practical solutions to product deficiencies and problems by providing accurate, up-to-date field failure information, which they summarize and communicate, to Engineering, Quality and Manufacturing. Customer Services Consultant keep engineering and other management personnel appraised of activities and/or status of product problems. This first hand experience is communicated to those responsible for developing solutions to product problems. Technical Information Bulletins are initiated and input prepared for Field Rework Programs containing technical and cost data on proposed or approved engineering changes. Inspects parts returned for warranty claims, gives advice and guidance to other Service Engineers and Claims Technicians, provides technical advice to dealer service personnel on products being followed and advises product groups on application problems. Assists Publications and Marketing Training in preparation of literature concerning product, assists Service Development and Service Technology on product tooling and diagnostic recommendations, initiates rework campaigns, keeps abreast of safety reports which could cause liability and high warranty cost and establishes and maintains good relations with dealers and related Caterpillar groups. Travel 25% - 50% of the time.

BACKGROUND/EXPERIENCE: Typically requires a college degree or equivalent experience. Requires 2+ years’ experience as Customer Services and have Caterpillar Divisional commissioning and be analyst qualified. Requires applicable Technician Certification. Must also be Green belt trained and CPI Master qualified.

Posting Dates:

October 17, 2025 - October 17, 2025

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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