Articulated Truck Senior Product Service Engineer

Caterpillar • United States • 5d ago

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:

As an Articulated Truck Senior Product Service Engineer, you will provide leadership and support for new products existing Articulated Trucks across North and South America.

Responsibilities:

• Developing appropriate procedures and plans to ensure Articulated Truck quality and evaluating results to identify functional deficiencies.
• Soliciting and gathering internal and external feedback to identify potential new products and/or improvements to existing products that improve Articulated Truck serviceability.
• Writing technical specifications and instructions to ensure Articulated Truck quality and performance. Tracking and managing the status of quality improvement projects from inception to release.

Top Candidates Will have:

Previous experience working closely with customers and dealers.

What Skills You Will Have:

Customer Focus:
• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

Service Excellence:
• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of 'Moments of Truth' to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Problem Solving:
• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Relationship Management:
• Maintains productive, long-term relationships with customers, dealers, and Tech reps.
• Creates opportunities to educate support teams on customer and dealer priorities.
• Empowers others to establish collaborative, healthy relationships.

Additional Information:

This position requires the candidate to work full-time at Mossville, IL (AC)

Domestic relocation assistance is available.

This position may require 25% travel.

Sponsorship is not available

Summary Pay Range:

$126,000.00 - $189,000.00

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.