Product Support Engineer

Product Support Engineer

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 Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more.

With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. We are looking for top talent to build and scale the next generation of technologies, products, and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent, and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility, and openness to discovery will thrive in the teams we are building. Join our team to help build a better, more sustainable world for future generations!

The opportunity

FG Wilson Aftermarket & Product Support is a successful team which provides support to both our internal and external stakeholders, Dealers and Customers. It will provide a varied degree of work tasks, which will come from many differing perspectives. There will be a clear opportunity to learn and become an expert on the FG Wilson Product Range, both legacy and current. There will be opportunity to understand & resolve highly complex issues, which will often be visible at Senior level both within and outside FG Wilson.

What you will do:

Responsibility for the Product Support Engineer will include:

Assume lead responsibility for the technical support on FG Wilson Generator Control Systems and Remote Access Monitoring systems.

Manage engine/generator software licensing process & revision management.

Manage high level dealer enquiries regarding generator performance ie. Load Acceptance, Ambient Derates and Service Replacement Alternator selection.

Determine requirements for dealer & customer technical training – specify course content & materials, to include self management or instructor led.

Support & respond to dealer/customer dealer support network queries.

Provide & report operational DSN performance metrics for FG Wilson Product Group.

What you have:

Consulting - Level Working Knowledge:

• The ability to read and interpret Caterpillar Electrical and Mechanical drawings is also a pre-requisite for this role as there is often an expectation to work with Dealer & End Customer personnel regarding Technical Queries.
• Extensive knowledge is also required in the area of Generator Packaging & associated components: Engine, Alternator, Radiator, Controller. This would entail the detailed understanding & communication of Technical Performance details and identification of Bill of Material Structures associated with the Generator.
• The ability to advise on the appropriate replacement for aged genset components.
• A working knowledge of Caterpillar Electric Power Remote Asset Monitoring platforms and associated systems would be beneficial to the incumbent.
• Significant experience is required in the area of Generator Control - specifically Control Systems associated with REPS Product and FG Wilson Brand.

Customer Focus - Level Expert:

• 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.

Data Gathering & Analysis - Level Extensive Experience:

• Advises on advanced data gathering and analysis methodologies and technologies.
• Oversees data gathering and analysis activities within the organization.
• Implements procedures and policies within a data processing function
• Teaches others how to improve the validity and reliability of data used in various analyses.

Service Excellence - Level Extensive Experience:

• 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
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Decision Making and Critical Thinking - Level Extensive Experience:

• Evaluates past decisions for insights to improve decision-making process.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Effective Communications - Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching.
• Ability to communicate by various means to all levels of the business.
• Employs appropriate methods of persuasion when soliciting agreement.

Problem Solving - Level Expert:

• Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.
• Trains others in the process of eliciting alternatives and assessing their impact.
• Successfully organizes problem solvers and stakeholders for high-impact problems.

Relationship Management - Level Extensive Experience:

• Communicates to clients regarding expectations of all parties.
• Conducts periodic reviews of work effort, progress, issues, and successes.
• Maintains productive, long-term relationships with clients or vendors.
• Creates opportunities to educate support teams on client priorities.

Additional Information:

• This role requires up to 25% travel, including Dealer & Customer visits as required.

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.

Additional Information:

This job requires 5 days working from the office. Relocation is available for this position.