Product Service Consultant

Product Service Consultant

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.

As a Product Service Consultant, you act as the primary technical interface for FG Wilson diesel generator products. This role is central to supporting the dealer network, resolving customer issues, and driving continuous product improvement through technical insights and field feedback. You will collaborate directly with internal teams, suppliers, and global dealers to uphold service excellence and strengthen product reliability.

FG Wilson's success is a critical pillar of the Caterpillar Electric Power Division (EPD) growth strategy through 2030. As the brand expands, delivering a world-class product support experience is essential to our long-term success. With continued investment and growth in the FG Wilson organization, we now have an opportunity for a professional to join our Product Support team in a Post - Sales Dealer Support role in China.

Key Responsibilities

Dealer & Service Support

• Provide technical and warranty support to dealers via the Dealer Solution Network (DSN).
• Respond to service and warranty-related inquiries, ensuring thorough and accurate case documentation.
• Support dealers in diagnosing failures and determining whether cases qualify under warranty.

Warranty Administration & Governance

• Lead warranty case analysis, including root cause evaluation, parts inspection, and documentation.
• Validate warranty claims for correctness, compliance, and cost justification.
• Partner with Warranty Claims Analysts to improve claim accuracy and reduce cycle time.
• Monitor warranty claim trends, identify systemic issues, and escalate emerging failure modes.
• Review supplier warranty recoveries and support chargeback processes where applicable.
• Maintain oversight of warranty costs and work to reduce avoidable failures and mis claims.
• Prepare monthly global warranty performance dashboards and reports for leadership review.
• Support campaign and field action execution, including parts availability, dealer communications, and closure tracking.

Technical Investigation & Failure Analysis

• Inspect returned warranty parts and perform detailed failure investigations- remotely or onsite.
• Analyze technical data (telemetry, service history, failure patterns) to support warranty decisions.
• Work with suppliers to drive corrective action plans on repeated failures or quality concerns.

Product Support & Field Insights

• Assess generator and component health and recommend corrective actions.
• Communicate field and warranty insights to Engineering, Quality, and Product Support teams to drive product improvements.
• Contribute to CPI (Continuous Product Improvement) and Field Rework Programs with technical and cost inputs.
• Collaborate with Publications to develop service literature and warranty-related bulletins (TIBs).

Cross Functional Collaboration

• Serve as a key interface between dealers, engineering teams, suppliers, and internal warranty groups.
• Build strong relationships to ensure timely issue resolution and improved warranty claim quality.

Required Qualifications

Experience

• 5 - 10 years of experience in electric power generation engineering, product support, or warranty administration.

Education

• Degree in Mechanical or Electrical Engineering.

Technical Proficiency

• Strong understanding of diesel engines, China emission regulation & generator systems, controllers, and alternators.
• Working knowledge of CAT / Perkins engines and industry engineering standards.
• Familiarity with quality, manufacturing, and warranty evaluation processes.

Microsoft Office 365 Skills

• Advanced Excel for warranty and service data analysis (pivot tables, formulas, dashboards).
• Power BI experience for warranty reporting and visualization.
• PowerPoint proficiency for presenting technical and warranty insights to stakeholders.

Project Management

• Strong organizational ability to manage warranty cases, investigations, and cross-functional activities.
• Exposure to Six Sigma or similar methodologies is preferred.

Communication & Collaboration

• Excellent communication skills for interacting with dealers and internal teams on technical and warranty matters.
• Ability to present complex technical or warranty issues in a clear and structured manner.

Other Requirements

• Willingness to travel up to 25% for supplier audits, dealer visits, and warranty investigations.
• Proficiency in English (written and spoken).
• Ability to work independently with urgency and accountability.
• Experience in customer-facing or dealer support roles is a plus.

Core Competencies

• Warranty Expertise: Ability to analyze, validate, and manage end-to-end warranty processes.
• Technical Excellence: Strong troubleshooting and diagnostic capability.
• Data-Driven Decision Making: Skilled in analyzing warranty and reliability data.
• Customer Focus: Ability to align warranty decisions with customer expectations and product policy.
• Service Excellence: Commitment to delivering high-quality support and timely closure.
• Problem Solving: Ability to solve technical and process-related issues quickly and accurately.
• Relationship Management: Effectively manage interactions with dealers, suppliers, and internal teams.
• Ability to work full-time, five days a week from the office.

This position requires the candidate to work a 5-day-a-week schedule in the office.

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.

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.