Product Service Engineer

Career Area: Marketing / Sales / Product Support Job Description: PRODUCT SERVICE ENGINEER Lafayette, Indiana Relocation Assistance Available CATERPILLAR - WE BUILD WHAT MATTERS What matters most to you? Is it being part of a strong team? Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe, and you contribute to meaningful work! Job Purpose: To provide product support activities for a worldwide population of gas engine products to identify, quantify, and manage resolution of product health issues while upgrading product reliability through support of dealers, collaboration with engineering teams, manufacturing interfaces, service networks and customers. Job Duties/Responsibilities may include, but are not limited to: This is a staff position although the incumbent is expected to provide direction as necessary to entry-level marketing positions. Incumbent is responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide. Incumbent identifies problems, investigates causes and establishes priorities for resolution. Defines problem in terms of observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers and technical staff to identify information needed, issues PIR (Product Improvement Request), develops plans for fixing problem including validation, and publishes corrective action. Fixes must address both production and field requirements, which may be different paths. Identifies tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change. Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems. Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements. Provides input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Identifies number of pilot machines needed, dealer placement, rework needed at conclusion of pilot and assesses ready to ship. Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc. Supports marketing units with technical guidance for managing customer problems with product deficiencies. Supports design engineer activity by identifying market needs to be considered in new/changes to product. Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance. Responds to dealer/customer and other Caterpillar employee questions regarding product performance. Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes. Continuing challenge is maintaining communications on the level necessary for multi plant involvement on a worldwide basis. Basic Qualifications: Four year engineering or technical degree 3 years of job related experience OR 2 year engineering or technical degree 5 years of job related experience OR 7 years of job related experience. Knowledge of engine application & installation guidelines Prior engine diagnostic and troubleshooting experience, familiarity with engine subsystems Strong mechanical aptitude and product knowledge and good engineering background. Experience in service, service engineering and product support related positions. Excellent analytical skills and understanding of complex engineering concepts / applications Effective communication skills, ability to organize work and persuasiveness. Self-starter with strong technical leadership skills who has ability to communicate technical information effectively and work with all levels of personnel both within Caterpillar and at the dealer/customer level Top Candidates will also have: 10 years of job related experience Prior experience with the CPI process Working knowledge of Caterpillar dealers, warranty and service systems Prior experience with medium and large engine platforms (33/3400V, 3500, 3600/C280) Developed expertise with natural gas and low btu fueled engines Working knowledge with gas compression and electric power applications Additional Information: Location of this position is in Lafayette, IN Relocation assistance is available for this position. This position may require less than 10% travel. This position will close on Tuesday, March 21, 2023 at 11:59 PM. This employer is not currently hiring foreign national applicants for this positionthat require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers Relocation is available for this position. EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply. Not ready to apply? Submit your information to our Talent Network here. There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.