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.

Your Work Shapes the World at Caterpillar Inc:
 

When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other.  We are the makers, problem solvers and future work 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.

Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. 

We’re committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.  

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition.  Learn more about the Caterpillar Experience.

Job Summary

As a Product Service Specialist, you will serve as the first point of contact for Caterpillar dealer technical communicators requiring assistance with product problem health management (for all Caterpillar Products). The Product Service Specialist provides the dealer with interim and permanent repair information to restore product functionality. You will also have additional job responsibilities such as password support, mentoring of DSE-1s, and other Dealer Solution Network (DSN) related job functions. You are expected to handle these additional responsibilities while maintaining a proficiency in handling Service Request.

The Product Service Specialist is part of a team that handles approximately 70,000 dealer service requests per year.  This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN). Average expected volume is between 200-240 SR/month, with a resolution rate of 30 -35% and an average quality rating response of 90 – 95% satisfied from the Dealer Surveys.

Additional Info:

• This position is a hybrid position located in Peoria, IL.

• Our team embraces flexibility through a hybrid work model.  In addition to working onsite at our facility, our hybrid work model allows employees the flexibility to work from home based on business need.

• Relocation assistance is not available for this position.

• This position requires up to 10% of working time travel.

What You Will Do:

• The initial “triage” on product health events (includes the receiving and recording of Incident Reports to Caterpillar)

• Records event information for future reference and for CPI data mining

• Investigates documented information

• Manages dealer inquiry to closure

• Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)

• Investigating SR and document into DSN system (i.e. CPI Event Logger, SISWeb, TMI, and Rastar).

• Assigning Caterpillar priority to Service Request

• Escalating the inquiry when needed to subject matter experts

• Facilitates problem resolution between Dealer and internal Caterpillar personnel

• Reopening and/or reviewing issues with dealers as appropriate

• Adherence to DSN Best Practices (Guidelines)

What You Have (Required Skills):

• Engineering degree, related technical degree or equivalent job experience

• Product support related experience

What Will Set You Apart (Preferred Skills):

• Experience of Caterpillar product line offerings

• Strong mechanical and/or technology aptitude

• Strong knowledge of key Caterpillar product support systems and CRM tools (SIS Web, TMI, HVC, EPSS, SIMSi)

• Strong written and oral skills

• Strong interpersonal skills with the ability to influence and motivate others

• Strong understanding of Dealer product support network

• Good understanding of applied failure analysis

• Ability to read and understand technical prints and engineering specifications

What You Will Get:

We look forward to welcoming the successful candidate to our dynamic, diverse, and friendly team. We have a culture of openness, autonomy, support, personal development as well as a continuous drive for improvement.

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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Posting Dates:

August 27, 2024 - September 4, 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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