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Product Service Engineer - Small Excavators - North America

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Location: Peoria, IL, United States
Date Posted: Oct 7, 2020

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Job Description


What does it mean to live the Caterpillar Experience?

It means you play a part in building a better world. You contribute to a winning culture—a spirit of accountability—that has driven change on every continent for more than 90 years. To work with us is a commitment to improve sustainability, invent for the digital age and innovate in order to bring solutions to millions of people. Sure, you work for Caterpillar. But more importantly, you work for the good of your career, your family, your community and your world.

As a company, we will take on every challenge that faces us, just as we have in the past. We will continue to lead in our industries because of employees like you. You’re here on purpose, with a purpose. Your work builds the world. You build what matters.

Do you have a passion for driving excellence in our products ensuring our customers are getting the best return on their investment, realizing the Total Cost of Ownership promise of Caterpillar equipment?  Do you like to troubleshoot issues and collaborate to develop long term solutions and product improvements?  If this sounds like you, we have a great opportunity in our Excavation Division (EXD) for you to join Caterpillar as a Product Service Engineer to work with our dealers and customers, across North America, supporting our Small Excavator product line.  As a Product Service Engineer, you will actively manage Tier II Dealer Support Network (DSN) issues.  Tier II support is more technical support where and you will respond to dealer equipment issues with suggestions, recommend software updates, determine how to fix the problem through our DSN system or if it will require a visit to the job site to identify the problem first hand.   You will determine if the issue is an emerging and potentially recurring issue.   You will lead the Continuous Product Improvement (CPI) process, reviewing product population issue prevalence and open a CPI problem project if required.  You will support the project through to completion, including field support plan as required.

Specifically, you can expect to:
  • Product support expert on Small Excavator products
  • Lead contact for commercial / field issues on Small Excavator products
  • Lead resolution on issues impacting quality and act upon them appropriately with various areas within the company
  • Meet Small Excavator quality target.
  • Create CPI issues through the CPI find it process
  • Develop and execute the Field Support Plan (FSP) and appropriate publication to address field issues in the Americas
  • Work with dealers and internal partners to resolve Dealer Service Network (DSN) requests
  • Observe and report emerging issues through analysis of DSN information
  • Provide support to the DSN to meet corporate quality and velocity targets for DSN performance  
  • Provide support for Engineering on NPI / CPI - Testing and Validation including Field Follow support
  • Review Service / Warranty / Goodwill Claims
  • Resolve Commercial issues affecting Small Excavator machine sales
  • Support Corporate accounts as required
  • Provide training to Internal / External teams as required
  • Support Regional OIA projects
  • Provide information on commercial issues/VOC to the NPI team
  • Travel to the field “as required” to resolve product issues


The successful candidate must bring:

  • Experience working as a Technical Representative working with dealers on technical issues, OR experience developing product support literature such as Operating and Maintenance manuals; OR experience on the manufacturing line including leadership role; OR as a dealer or mobile equipment service technician.  Experience must include experience with engines, hydraulics and or structures.
  • Demonstrated ability to think through and diagnose an issue and potential solutions.  
  • Ability and willingness to flex the schedule for very early or late meetings in order to meet, virtually, with the team in our Akashi, Japan facility.

Top candidates will also bring:

  • A bachelor’s degree from an accredited college or university.
  • Exposure to Caterpillar products
  • Exposure to Caterpillar Dealer Network
Relocation assistance is available for this position.

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.


This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.  As a global company, Caterpillar offers many job opportunities outside of the U.S. which can

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Job Info

Oct 7, 2020


United States