Sr Product Service Engineer

Product Service 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.

As a Product Service Engineer, you will monitor and influence the overall performance of assigned Hydraulic Mining Shovel (HMS) models to meet the needs of customers and dealers.

What you will do:

• Responsible for monitoring the overall performance of products to reduce warranty costs and to meet the needs of customers worldwide.
• Identify problems, investigate causes, and establish priorities for resolution.
• Define problem in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify information needed, raise CPI (Current Product Improvement) issues, develop plans for fixing problem including validation, and publish corrective action. Fixes must address both production and field requirements, which may be different paths. Identify tests that need to be completed, data to be obtained, and analyzed for course of action. Monitor result after change.
• Initiate action for product improvement through PIP (Product Improvement Program) /PSP (Product Support Program) warranty program preparation to address commercial/business impact of field problems. Initiate preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements.
• Provide input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. Complete NPI product support deliverables including Field Follow objectives as part of NPI.
• Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
• Support marketing units with technical guidance for managing customer problems with product deficiencies. Support design engineer activity by identifying market needs to be considered in new/changes to products.
• Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance.
• Respond to dealer/customer and other Caterpillar employee questions regarding product performance.
• Conduct dealer and customer visits to personally provide technical assistance on urgent field problems and for follow-up purposes.
• Mentor other team members on processes including CPI identification and creation, warranty / service claims, publication creation, etc. as required.

What Skills you will have:

Technical Excellence: Knowledge of and ability to troubleshoot heavy equipment systems including hydraulic, electrical, engine, etc. Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

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.

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. Experience in providing technical support for heavy equipment directly with customers and dealers. Experience in providing problem management and root cause analysis.

Effective Communications: Clear written and verbal communication with strong attention to detail. Ability to effectively communicate with technically and non-technically skilled mining customers and dealers alike.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with dealers and customers. Self-motivated and organized.

Top Candidates will have:

Caterpillar HMS experience.

Experience and knowledge of various product support systems such as CPI, SIS, SIMS, RWA, PIS.

Mining industry experience.

Additional information:

The location for this position is Tucson, AZ.

Domestic relocation assistance is available for this position.

This position will require 25 % travel globally.

Sponsorship is not available.

Summary Pay Range: $126,000.00 - $189,000.00 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