Product Service Specialist: Dealer Support & Resolution

Caterpillar Financial Services Corporation; Peoria (IL); On-site; USD 89,000 - 134,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off (vacation, holidays)

401(k) and health savings options

Career development opportunities

Job summary

Caterpillar Inc. is seeking a Product Service Specialist in Peoria, IL. You will work with dealers and Caterpillar product groups to provide interim and permanent resolutions to complex health issues across Caterpillar products.

The role emphasizes timely resolutions, documentation, and customer satisfaction, with occasional off-hour support. Strong technical and communication skills are required for success.

Qualifications

• Engineering degree or related technical degree or equivalent job experience.
• Prior product support experience is preferred.
• Strong knowledge of Caterpillar product lines and support systems.
• English required; Spanish/Portuguese highly regarded.

Responsibilities

• Collaborate with product group support teams to ensure timely resolutions.
• Facilitate problem resolution between Dealer and Caterpillar personnel.
• Perform initial triage on product health events and document incidents.
• Record event information for CPI data mining and future reference.
• Ensure SR details are accurately documented (S/N, dealer, problem description).
• Investigate information and manage dealer inquiries to closure.
• Adhere to DSN Best Practices and support on holidays/weekends as needed.

Skills

Effective communications

Problem solving

Service excellence

Technical excellence

Reading technical prints

Interpersonal skills

Education

Engineering degree or related technical degree

Tools

SIS

TMI

HVC

SIMSi

PSCRM

Job description

Caterpillar Inc. is seeking a Product Service Specialist in Peoria, IL. You will work with dealers and Caterpillar product groups to provide interim and permanent resolutions to complex health issues across Caterpillar products.

The role emphasizes timely resolutions, documentation, and customer satisfaction, with occasional off-hour support. Strong technical and communication skills are required for success.