Location: Chennai, TN, India
Date Posted: Aug 25, 2020
JOB PURPOSE: To serve as the first point of contact for Caterpillar Dealers & internal Cat personnel requiring assistance with product management (for all Caterpillar Products). The DSE-1 provides the dealer/customer with interim and permanent repair information to restore product functionality. Position will accomplish:
The initial “triage” on Service Requests
· Investigates documented information
· Manages dealer inquiry to closure
The DSE-1’s main responsibility is to process Service Requests from the Dealer/Customer utilizing Phone & Electronic channels.
JOB RELATED STATISTICS: The DSE-1 is
part of a team that handles approximately 165,000 dealer service requests per
year. The team and individual are measured on Tier 1 resolution, response time
(urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) submitted
to the Global Dealer Solution Network (GDSN).
JOB DUTIES: The DSE-1 receives Service Requests from dealer inquires related to product health/system tech, reuse & salvage, or parts identification issues. They will manage the SR to resolution with the duties to include:
· Escalating the inquiry when needed to subject matter experts
· Facilitates problem resolution between Dealer and internal Caterpillar personnel
· Any additional job duties requested by management
Desired / Required Skills:
This position requires a detail-oriented person with a strong mechanical/technology aptitude/product knowledge and / or an Engineering background– this could include an accredited engineering or related degree. Additionally, the incumbent will have:
Desired skills include a familiarity of Engineering Drawings and proficiency in navigating key Caterpillar product support systems.