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.

Purpose and Scope:

Industrial Power Systems Division (IPSD) has an exciting opportunity for a Medium Engines Product Support Technical Representative. Even with the world’s best products, from time-to-time problems occur. In this role you will be responsible for ensuring that your Cat Machine Group (CMG) customers receive a world class Product Support, Service and Parts Availability experience for C0.5 – C7.1 engines.

Key skills and capabilities of the position are focused on quick assessment of emerging issues, product problem management, effective communications, appropriate elevation of high impact issues, and resolution planning.

Job Duties / Objectives:

Primary function of this position is managing the product support relationship between the IPSD-M engine and CMG division, with frequent and effective communications on product health, problem management and service communications. In this position you will be lead support for Cat Excavation Division.

For our customer, you will be the primary product support contact, and will become an expert in understanding customer needs from a product health point of view. Within our business, you will be the primary contact for product issues affecting your customer, advocating voice of customer (VOC) into our business, and representing our business position back to the customer. You will lead regular issue review meetings with the customer.

CMG Product Support Technical Representative is responsible for:

Emerging issues and Product Problem Management

You will support multiple elements of the IPSD and CMG Emerging issue and CPI process including:Work closely with CMG Product Support and IPSD emerging issue teams to ensure facts are gathered to support emerging issue investigation. Including working with field teams to understand failure symptoms, occurrence and customer impact.Regularly communicate Continuous Product Improvement (CPI) issue investigation status, and drive for containment and resolution velocity.Manage Send It Back (SIB) requests.Gather and analyze data and make recommendations based on knowledge of engine and machine operation.Support project BB and provide voice of customer on Service Magazines, Field Service Plans and Service Letters.

Service and Parts availability

You will work with our partners to ensure our customer service and parts needs are met.Dealer technical communicator (TC) and customer product support conferences are supported, providing the very latest information and CPI updates in response to dealer and Caterpillar service team questionsWork with our parts division partners to ensure that engine and engine parts availability issues are resolved, in particular when we have customer machine down or dealer back-order issues.This position administers service policy codes to pay for requested dealer work.

CMG Facility and Pre-Service Support

You will work with our customer factories to support pre-service and new product facility readiness.

Customer Readiness Reviews (CRR) are completed in all receiving machine facilities, ensuring the end-to-end processes from engine system receipt through machine assembly, test and PDI to machine shipment meet our legal and technical requirement.Work closely with CMG facilities to ensure pre-service issues are managed effectively. As-delivered quality (ADQ) quality events are raised from all CMG facilities for our Peterborough, Curitiba and Griffin engine facilities.  Pre-service (ADQ) reworks are coordinated at customer facilities as required. Progress updates are communicated regularly.

The CMG product support team cover a broad range of issues that are critical to our customers.  By providing a single point of contact we are more integrated with our customer’s businesses, provide a high level of service and also ensure our customers are well represented within our own business with the prioritization of projects and resources.

As the role is global in nature and involves working with multiple departments within IPSD and many other parts of Caterpillar, it provides an excellent opportunity for the right person to gain customer-facing experience and knowledge.

Skills & Experience:

Required Background / Experience:  This position requires an engineering/technical degree or equivalent experience through a company supported training program. Incumbents normally have 4-6 years experience in an engineering, quality or field position. Customer after-care service or support experience will be beneficial.

Incumbents must exhibit the ability to work independently and to communicate effectively with others in the work group, customers, and partner organizations. Global communications will be in English.

Candidate Profile:

Candidates must possess and demonstrate the following attributes and capacities:

Good communication skills in English (and Chinese for China role).Technical product knowledge, and/or the capability to learn quicklyProduct issue problem solving skillsCapacity to respond to time sensitive needsAbility to manage and build good relationship with customers and partner teams.Ability to manage time effectivelyWillingness to travel to customer sites, sometimes at short notice.

Candidates may have the following skills which would be beneficial to the role:

Working knowledge of engine and engine systems, including recent developments in off-highway diesel engines, emissions control systems and electronically controlled engines.Customer after-care service or support experience6 Sigma Green Belt / Black Belt or CPI Black Belt project experienceBe prepared to travel domestically or globally up to 25% of the time.

Posting Dates:

May 28, 2025 - June 10, 2025

Caterpillar is an Equal Opportunity Employer.

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