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Parts Technical Support Analyst

Location: Chennai, TN, India
Date Posted: Aug 25, 2020

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Job Description


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:

  • Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
  • Investigating SR and document into PSCRM
  • Assigning Caterpillar priority to Service Request

·       Escalating the inquiry when needed to subject matter experts

·       Facilitates problem resolution between Dealer and internal Caterpillar personnel

  • Reopening and/or reviewing issues with dealers as appropriate
  • Adherence to GDSN Best Practices (Guidelines)

·        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:

  • Familiarity with Engineering Drawings
  • Strong Mechanical Aptitude
  • Navigating key Caterpillar product support systems
  • A general knowledge of Caterpillar product line and related products
  • A good understanding of the Dealer Support Network
  • A sense of urgency to resolve Dealer/Customer issues
  • Excellent written and oral communication skills. (Fluent in English)



Desired skills include a familiarity of Engineering Drawings and proficiency in navigating key Caterpillar product support systems.

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Job Info

Aug 25, 2020



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