Service Information Specialist

Caterpillar Brazil; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Caterpillar Chennai, India seeks a Service Information Specialist to develop and maintain service information for Caterpillar products. You will work with global engineering teams, use 3D models, and ACM authoring to support dealer and customer servicing worldwide.

You will collaborate on NPI and product changes, ensure accuracy, and act on dealer feedback while following established information standards. This onsite role may require travel.

Qualifications

• Customer focus and understanding of customer needs to deliver tailored solutions.
• Ability to gather, analyze, and synthesize data from diverse stakeholders.
• Clear written and verbal communication with internal teams and customers.
• Structured, disciplined approach to problem solving and escalation practices.
• Ability to build and maintain professional relationships with clients and peers.
• Pursuit of technical excellence and ongoing learning in specialty areas.

Responsibilities

• Create and maintain service information for Caterpillar products for global dealers and customers.
• Collaborate with global engineering and product teams to research complex technical data and 3D models.
• Ensure accuracy of service information and address dealer feedback, following authoring standards.
• Support New Product Introductions (NPI) and regular product changes using ACM systems.
• Participate in process improvements and maintain compliance with information systems.

Job description

## Service Information SpecialistApply: Chennai, Tamil Nadu: Full time: Posted Today: R0000398789**Career Area:**Product Support**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**The Technical Information Solutions (TIS) team within the Product Support and Logistics division (PSLD) creates and delivers technical parts and service information accessible via SIS and SIS2GO critical for the repair and service of Caterpillar products. Over 300,000 dealer and customer users depend on the information created, managed, and delivered by this team to identify and order Cat parts.In TIS, the Service Information Specialist creates and maintains Service information for Caterpillar products.**What You Will Do:**• Develop Service information for delivery via the Service Information System (SIS) to dealers and customers worldwide for servicing Caterpillar Machines.• Utilize the ACM (Advanced content management) system to develop Service Information supporting New Product Introductions (NPI) and regular Product changes.• Collaborates with global engineering and product teams to research complex technical data using engineering tools and 3D models, ensuring accurate and timely delivery of Service Information.• Ensure all service information is created accurately, manages, and acts on dealer feedback• Participate in process improvement efforts and follows authoring standards.**Additional Information:**• This position is located in Chennai, India• Must be able to travel up to 10%**What You Have:**Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.Level Working Knowledge:• 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.Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.Level Basic Understanding:• Describes alternative data-gathering techniques and tools.• Documents basic data-gathering methodologies.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 Basic Understanding:• Describes non-verbal behaviors that influence the interpretation of the message.• Cites examples of effective and ineffective communications.Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.Level Basic Understanding:• Explains the value of a disciplined approach to problem-solving.• Describes problem reporting and escalation practices.Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.Level Basic Understanding:• Provides examples of the characteristics of effective business relationships.• Identifies key business relationships in own organization.Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.Level Basic Understanding:• Uses a structured approach in analyzing and resolving technical problems.• Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.**BACKGROUND/ EXPERIENCE**Bachelor’s degree in Engineering with 2 to 3 years or equivalent accredited associate degree with a maximum of 3 to 4 years of job-related experience in creating/handling Product support information or equivalent.**Top Candidates Will Also Have:**• Preferably BE/BTech - Mechanical/Production/Automobile/Electrical Engineering.• Good knowledge of reading and interpreting Engineering drawings, experience in 3D Modeling tools, and Knowledge of Service Tools and applications.• Caterpillar authoring (ACM) experience• Self-driven, able to complete the task given with less supervision.• Experience with automation development and API based integration• Good mechanical/electrical aptitude, Personnel & Product Safety mindsetCaterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of India which can be found through our employment website at www.caterpillar.com/careers.**What You Will Get:**Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance (prorated based upon hire date).**Final Details:**Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. If you are interested in joining our team, please apply using an English version of your CV. We look forward to meeting you!This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.**About Caterpillar**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 position requires working onsite five days a week.Visa Sponsorship is not available for this position.