Customer Service Representative

Company- Caterpillar

Chillicothe, IL

24 months

Job Description:

Summary: The main function of the engineering aide is to support engineering projects by adapting and applying engineering techniques, conducting tests and inspections, and preparing reports and calculations.

Job Responsibilities:

- Determine engineering requirements by conducting inspections and analytical tests, analyzing and synthesizing data, maintaining control charts, determining root causes, and preparing bid specifications.

- Resolve engineering problems by collecting analyzing information, researching, analyzing, adapting, and modifying engineering techniques.

- Recommend solutions and prepare drawings, schematics, and diagrams.

- Meet cost standards by preparing cost-benefit analyses, and track and report expenses.

- Maintain and improve quality results by completing quality assurance tests, following standards, studying, evaluating, and re-designing processes, and implementing changes.

- Collect and enter data, generate reports and presentations, and summarize data and trends.

Skills:

- Creativity, verbal and written communication skills, analytical and problem solving ability.

- Team player and detail oriented.

- Basic ability to make sketches, engineering drawings and common computations.

- Basic ability to perform details calculations to compute and establish manufacturing, construction and installation standards and specifications.

- Basic knowledge of the practical application of engineering science and technology.

- Previous experience with computer applications and design software related to engineering field.

Education/Experience:

- Associate’s degree in engineering technology or related field required.

- 2-4 years experience required.

Position’s Contributions to Work Group:

- Call Center Helpline to assist Client dealers submit 30-50 inquires per day typically seeking assistance identifying Client Reman parts for their application. This role requires timely and accurate responses of technical information to Client dealers worldwide. Inquiries are received by the Client Reman Technical Help Line by phone, email and web site. You are 1 of a 3 person team.

- Technical inquires are related to Reman products including engines, engine components, drivetrain, electronics & hydraulics. Often the dealer needs help selecting the correct part so they can place an order.

Typical task breakdown:

- Respond to dealer inquires from phone calls, emails and website submissions.

- Log the inquires in Salesforce program.

- Utilize Client system to look up answers.

- On occasion, you may need to contact engineers to help answer the dealer inquiry.

- Potentially 20-30 dealer interactions per day per person.

- Ability to multi-task

Interaction with team:

Main interaction is with the dealers via phone, email and web.

You may interact with 2 other helpline personnel, service and design engineering for help answering.

Little to no meetings and little to no presentations.

Work environment:

- Office environment 100%

Education & Experience Required:

Minimum of associated degree in a technical field, or equivalent experience.

2 years of experience is desirable but not required. Internship experience is acceptable.

Will accept a bachelor degree -will accept a new grad.

Technical Skills

(Required)

- Computer skills including ability to learn a variety of applications (Salesforce, Client systems)

- Microsoft Office (Outlook Email)

(Desired)

Working knowledge of engines and engine components.?

Basic understanding of Client engineering systems including: Service Information System (SIS), Technical Marketing Information (TMI), HVC Desktop.

Working knowledge of Salesforce.com applications.

Soft Skills

- Must have excellent interpersonal and communication (verbal and written) skills to respond to technical questions via phone or email. ?

- Team player and willing reach out for assistance to be able to answer dealer inquires.

- Ability to process technical information

Disqualifiers/Red Flags:

- Tardiness… this is a Helpline open to dealers from 7:00 to 4:30 daily.

Travel Requirement: 0-25% Domestic

On-Site Interview Required: No

Export Control Requirements: Yes