Field Service Engineer-Electric Power

Career Area:Product SupportJob 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.About Electric Power DivisionCaterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!Driving Innovation Through These Product Lines:Caterpillar Switchgear – Utilizing various manufacturers’ low and medium voltage switchgear, Caterpillar Switchgear provides systems that integrate switchgear with Caterpillar engine-generators.Caterpillar Automatic Transfer Switches – For simpler emergency power requirements Cat ATSs provide a cost-effective means of powering critical loads during power outages.Caterpillar Advanced Electrical Services – From service contracts to complete renovations, CAT Switchgear AES ensures that customer sites are safe and operational when needed.Caterpillar Switchgear products leverage advanced automation, including PLCs and touchscreen HMIs, with all programming and testing completed at our Alpharetta facility.Role DefinitionJoin Caterpillar’s Electric Power Division as a Field Service Engineer I, where you will deliver technical expertise supporting field startups for both standard and custom switchgear systems. In this role, you will handle warranty claims, perform remedial repairs, and support preventative maintenance contracts within your assigned territory. You will operate under the general direction of the Regional Service Manager.ResponsibilitiesPerform startup, preventative maintenance, testing, repair, and advanced electrical services on generator paralleling controls and switchgear systems.Ensure high levels of customer satisfaction across the assigned territory while supporting on-call service needs (75% travel required).Assist and train internal technicians and external customers on preventative maintenance, troubleshooting, repair, and equipment testing.Collaborate with the Product Support Center help desk to troubleshoot and resolve customer issues.Support dealer service and sales teams in promoting products and services.Submit daily service reports, weekly expense reports, and maintain accurate project documentation in a timely manner.Stay current on training for new and updated systems, technologies, and platforms.Gather feedback to identify opportunities for new products and improvements to existing offerings.Evaluate manufacturing and production processes to identify defects and recommend design modifications to improve efficiency and quality.Track, manage, and ensure resolution of product quality and performance issues.Communicate technical specifications and service instructions clearly to ensure optimal product performance.What You Will HaveCustomer Focus: Working 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.Communicates and prioritizes customer needs and expectationsResearches and validates customer requirementsGathers feedback and drives continuous improvementEngages proactively with customers to understand business needsData 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.Applies standard data collection and analysis processesDocuments and synthesizes data from multiple sourcesUses basic analytical tools to support decision-makingService Excellence: Working 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.Delivers high-quality service to internal and external customersResolves common issues and responds with urgency to requestsDocuments and tracks customer concerns in a timely mannerEffective Communications: Working knowledge and 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.Provides clear, constructive feedbackIncorporates feedback to improve communication effectivenessPrepares and delivers reports required for assigned workProblem Solving: Basic understanding and 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.Applies structured problem-solving approachesFollows standard escalation and reporting processesUses established procedures for analysis and resolutionTechnical Excellence: Working knowledge of a given technology and various application methods; ability to develop and provide solutions