Product Service Consultant

Product Service Consultant

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.

Caterpillar's Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L engines that not only power Caterpillar machines, but also power over 5000 other applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar's company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future.

As a Product Service Consultant within the DSN Tier 2 team, you will be responsible for ensuring customer satisfaction by providing the service technical assistance required to help restore product functionality within IPSD's 0.5L – 18L engine lineup.

What You Will Do:

• Source and deliver engine specifications and troubleshooting guidance to Technical Communicators within North and South America's dealer and distributor networks.
• Act as a strong advocate for both customers and dealers, ensuring their product issues are effectively resolved to maximize machine uptime.
• Identify and lead process improvements to increase team efficiency, quality, and velocity. Provide technical guidance to the DSN Tier 2 team for both complex issue resolution and technical product tool support.
• Initiate action for product improvements within the service team and act as the conduit for information flow between the dealer and engineering.

What You Will Have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Identifies and documents specific problems and resolution alternatives.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Uses fact-finding techniques and diagnostic tools to identify problems, analyzing risks and benefits of alternative approaches.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Makes oral presentations and writes the reports needed to convey technical information.
• Communicates for impact, avoiding technical jargon when inappropriate.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.

Additional Information:

• This position is located in Mossville, IL
• Up to 10% domestic and international travel required
• Relocation assistance is not available

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.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to specific employer, such as H, L, TN, F, J, E, O.

Summary Pay Range: $95,640.00 - $143,520.00 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.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees