Product Service Consultant

Caterpillar Inc.; Lafayette (IN); On-site; USD 98,000 - 146,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

HSA

Paid time off

Career development

Incentive bonus

Tuition reimbursement

Job summary

Caterpillar Inc. in Lafayette, IN seeks a Gas Engine Product Service Consultant to monitor engine health, drive CPI improvements, and resolve complex technical and commercial issues for Caterpillar dealers worldwide.

You will work closely with dealers and engineering, launching CPI projects and preparing field publications to ensure the Cat Brand Promise in reliability, durability, and serviceability.

Qualifications

• Customer focus and satisfaction drive decisions and solutions.
• Ability to gather and synthesize data from diverse stakeholders.
• Strong service orientation and ability to deliver excellent customer service.
• Consulting skills to provide technical or business guidance to clients.
• Effective communication to clearly transmit ideas and needs.
• Knowledge of problem solving approaches and tools across situations.
• Ability to establish and maintain relationships with clients, vendors, and peers.
• Technical excellence in engineering technologies and applications.

Responsibilities

• Monitor product health and quality performance for LPSD gas engines.
• Investigate warranty claims and anticipate field issues to drive improvements.
• Lead CPI projects and publish field support plans and publications.
• Provide accurate financial forecasts for CPI projects requiring field support.
• Collaborate with dealers and industry reps to resolve complex issues.
• Utilize Applied Failure Analysis to investigate critical failures and report accordingly.
• Support major problems to resolve warranty claims and advise on maintenance options.
• Provide monthly field population updates to leadership.
• Visit dealers and customers to offer technical assistance for urgent field problems.
• Guide DSN Tier 2 analysts and coordinate with engineering for unresolved questions.
• Foster relationships with LPSD Engineering, Quality, and industry teams.

Skills

Customer Focus

Data Gathering & Analysis

Service Excellence

Consulting

Effective Communications

Problem Solving

Relationship Management

Technical Excellence

Education

Four-year degree in engineering or engineering technology

Job description

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you'rejoining 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'tjust 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.

About LPSD

The Large Power Systems Division (LPSD) is part of Caterpillar’s Power & Energy segment. Through this global organization, Caterpillar designs and manufacture large (greater than 18 liters) diesel and natural gas engines, powertrains and key engine systems. LPSD products and solutions support customers across power generation, industrial, marine, oil & gas, rail, services and Cat machine applications worldwide.

Job Summary

The Large Power Systems Division has an opening for a Gas Engine Product Service Consultant located in Lafayette, IN. In the role as a Service Consultant, you will provide product support for LPSD engines in gas applications globally. The Service Consultant monitors the product health of gas engines, launches projects and initiatives to drive product improvements, and resolves complex technical and commercial product problems for Caterpillar dealers to ensure customers receive the product performance, reliability, durability, and serviceability expected as part of the Cat Brand Promise. The service consultant plays a key role in the continuous product improvement (CPI) process from start to finish and is responsible for driving the appropriate publications and support plans for the field.

What you will do:

• Monitor the product health and quality performance in the field for the LPSD gas engines
• Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
• Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
• Provide accurate financial forecasts for CPI projects requiring field support plans
• Work closely with dealers and industry reps to investigate and resolve complex customer technical issues
• Utilise Applied Failure Analysis (AFA) to investigating critical failures and adapt internal reports for external use
• Provide support for major problems to resolve warranty claims, develop ICA repair options and advise industry teams and dealers on maintenance and service options
• Closely monitor and support the field population post-production and provide monthly updates to the leadership team
• Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
• Provide LPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
• Develop and maintain effective relationships with LPSD Engineering, Quality, and industry teams to efficiently resolve customer problems

Education:

Four-year degree in engineering or engineering technology

What you will have:

• Customer Focus: Extensive 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: Working 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
• Service Excellence: Extensive 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
• Consulting: Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
• Effective Communications: Extensive 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
• Problem Solving: Working 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
• Relationship Management: Working Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
• Technical Excellence: Extensive Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges

Top candidates will also have:

• Experience with gas engines and engine systems
• Experience with electric power and oil & gas applications
• Working knowledge of Caterpillar dealers, warranty and service systems
• Experience with the Continuous Product Improvement (CPI) process

Additional Information:

• This position is located in Lafayette, IN
• Relocation assistance is available for this position
• This position may require up to 20% travel, but is typically less than 10%
• Informational calls with the hiring manager are encouraged for this position
• Posting Date: September 30th. Closes: October 14th at 11:59pm

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. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Summary Pay Range:

$97,530.00 - $146,290.00

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:

• 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

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.