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Location: Rayong, 21, Thailand
Date Posted: Oct 9, 2019
Provide technical support to Caterpillar dealers, GCI technical and sales reps, machine and component engineering, test & development, regional and component service engineering, etc.
Conduct emerging issues analyses, dealer part return requests and inspections, development of quick field improvements, suggested design or manufacturing improvements, etc.
Identify, investigate and obtain resolution commitments for all significant field problems through CPI to maintain and improve assigned product performance.
Create service publications to announce significant product improvements to the dealers (via Service Magazine), temporary field fix information (via Tech Info Bulletin), and product support programs (via Service Letters) as part of the CPI resolution process.
Issue parts stock authorization letters to meet abnormal demands due to new field problems.
Reduce the warranty cost and customer impact of field product problems; initiate, develop and cost justify field rework programs and product support programs.
Participate in NPI field follow programs to select sites, place and evaluate NPI quality & reliability and customer acceptance of the new product.
Conduct serviceability audits on NPI machines and provide input for the setting of product quality, reliability, durability and serviceability goals stated in the functional specifications
Participate in safety audits and provide technical assistance for defense in product liability lawsuits.
Document field issues, customer site visits and NPI/CPI field follow trips through technical document structure.
25%-50% travel in region, travel dependent on NPI programs and current product health.
Knowledge of TTT products including applications, configurations, attachments and product use practices.
At least 5 years of experience in either machine/component engineering, machine/component test & development, CPI, or field technical representative.
Experience working directly with dealer service departments and interfacing with customers.
Knowledge of tractor or heavy machine products including applications, configurations, attachments and product use practices.
Knowledge of machine & component systems: engine, powertrain, hydraulics, structures, cab/HVAC, and control systems.
Experience with product support tools: QRQM, VisionLink, DSN, CPI, PPRD, RWA, HVC, DATK, Vision Link, Remote Services, SISweb, and SIMSi.
Solid technical aptitude with good troubleshooting, root cause analysis and problem-solving skills.
Strong communications and interpersonal skills to deal with sensitive issues or persuade others inside and outside the department to take specific actions.
Knowledge of service tooling, repair processes/practices and dealer service capabilities.
Experience leading diverse teams across the company matrix to address product issues.
Able to travel times of 25% - 50% in domestics and oversea.