Product Support Engineer

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.The Large Power Systems Division has an opening for a Product Service Engineer located in Lafayette, IN.  In the role as a Service engineer you will provide product support for LPSD engines in Commercial Diesel Engine applications globally. The Service Engineer monitors the product health of commercial engines, launches projects and initiatives to drive product improvements. Also, you will resolve 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 engineer 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 3500 engine and aftertreatment systems for commercial Diesel applicationsInvestigate warranty claims, look for quality trends, and anticipate field issues to drive product improvementsLaunch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plansProvide accurate financial forecasts for CPI projects requiring field support plansWork closely with dealers and Industry reps to Investigate and resolve complex customer technical issuesUtilize Applied Failure Analysis (AFA) by 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 Caterpillar 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 teamConduct 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 Cat Industry personnel to efficiently resolve customer problems.Facilitate face to face meetings with key stakeholders to provide customer support updates and field service plans to gain approvals.Education: Four year engineering or technical degree or 8 year equivalent job related experienceSkill Descriptors: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. This includes stakeholder report outs to internal and external customers.  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 leading teams and presenting material to upper management.Experience with Diesel engines and engine systems, 3500 and/or C175 ExperienceWorking knowledge of Caterpillar dealers, warranty and service systemsExperience with the Continuous Product Improvement (CPI) processAdditional Information:This position may require up to 15% travelInformational calls with the hiring manager are encouraged for this position  Summary Pay Range:$97,530.00 - $146,290.00Compensation 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:Subject to plan eligibility, terms, and guidelines. This is a summary list of 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