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.
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 CPI Project process including:
o Work closely with CMG Product Support and IPSD emerging issue teams to ensure facts are gathered to support emerging issue investigation, including input on failure symptoms, occurrence and customer impact.
o Regularly communicate Continuous Product Improvement (CPI) Find it & Fix it issue investigation status, and drive for project velocity.
o Manage Send It Back (SIB) requests.
o Gather and process data and making recommendations based on knowledge of engine and machine operation.
o Support project BB and make recommendations 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.
o Work 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.
o 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 questions
o This position administers service policy codes to pay for requested dealer work.
CMG Facility and Pre-Service Support
You will work with our customer facilities to support pre-service and new product facility readiness.
o Work closely with CMG facilities to ensure all 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 all customer facilities, as required. Progress updates are communicated regularly.
o Customer Readiness Reviews (CRR) are completed in all receiving machine facilities, ensuring the end to end processes from engine/engine system receipt through machine assembly and test, PDI and ship meet our legal and technical requirement.
The CMG product support team cover a very broad range of issues that are critical to our customers. By providing a single point of contact team 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 in 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.
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
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 quickly
Product issue problem
Capacity to respond to time
Ability to manage and build good
relationship with customers and partner teams.
Ability to manage time
Willingness 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 experience
6 Sigma Green Belt / Black
Belt or CPI Black Belt project delivery