Product Service Engineer
Job Description :
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.
Job Summary :
A Service Technical Representative for Electric Rope Shovels in the Caterpillar Global Mining product portfolio will quickly develop a thorough and comprehensive familiarity with all aspects of these enormous machines in mining applications.
Weighing between 1.7 and 15 million pounds, these products are employed as the primary tool for moving earth in mines of all types around the world.
Through direct, hands-on work and supervision of assembly, commissioning, maintenance, and operation of this machinery a successful Service Technical Representative will interface with people of all educational levels from apprentice tradesman to senior engineers and both customer and corporate management.
In order to develop this expertise a Service Technical Representative should expect to travel internationally up to 50% of each year to experience the entire 20+ year life cycle of this machinery across our global market.
Strong interdisciplinary skills will be used to understand the mechanical, structural, and electrical interactions across various machine platforms.
An experienced Service Technical Representative will bring his or her knowledge back to the office and have opportunities to work with Continuous Product Improvement and New Product Introduction teams to help improve our existing models and develop the best new models.
What you will do :
Participate in pre-sales meetings for topics of field preparedness of machinery such as : support services required for assembly of machinery, service schedules, and staffing recommendations
Provide technical input to the sales team to understand and insure satisfaction of customer requests
Aid in the development and testing of machine improvements in both hardware and software
Work with the manufacturing team to improve pre-assembly and final assembly processes to result in improvements overall in machine delivery schedule and cost
Remotely guide customer or regional technicians to troubleshoot and recover machinery
Directly troubleshoot machinery on customer sites
Identify and report deficiencies as observed in the field through technical reports
Create and review publications for global release for product improvements, service instructions and procedures, etc.
Evaluate and supervise the field assembly and retrofit of Electric Rope Shovels
Control quality through the completion of assembly documentation (motor alignment, weld testing, electrical insulation testing, motor performance benchmarks, etc.
and machine commissioning
Provide training for maintenance and troubleshooting of electrical systems
Extensive international and domestic travel
What Skills you will have :
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.
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.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.
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.
Level Extensive Experience :
- Reviews others' writing or presentations and provides feedback and coaching.
- Adapts documents and presentations for the intended audience.
- Demonstrates both empathy and assertiveness when communicating a need or defending a position.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Maintains focus on the topic at hand.
- 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.
Level Working Knowledge :
- Identifies and documents specific problems and resolution alternatives.
- Examines a specific problem and understands the perspective of each involved stakeholder.
- Develops alternative techniques for assessing accuracy and relevance of information.
- Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
- Uses fact-finding techniques and diagnostic tools to identify problems.
Technical Excellence : Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience :
- Advises others on the assessment and provision of all technical solutions.
- Engages appropriate subject matter resources to effectively resolve technical issues.
- Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
- Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
- Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
- Assumes accountability for personal technical performance and holds others responsible for theirs.