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Digital Field Service Engineer, Cat Digital

This job posting is no longer active.

Location: Chicago, IL, United States
Date Posted: Oct 26, 2020

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Job Description

Description

As a Digital Service Engineer this position will have the opportunity to be part of a highly engaged team responsible for Caterpillar’s digital portfolio of Equipment Management solutions.  This role will be responsible for leading the coordination and execution of field follow validation workstreams related to new product introduction (NPI) programs and other significant product releases.  It will work closely with our engineering, product management, product support, industry teams, and go-to-market teams to define, plan, and execute product validation programs.  Success will be measured by on-time validation program readiness, validation coverage, and ultimately the delivery of g a high quality and supportable products that provides customer value and a world class digital experience.   

 

Job duties/responsibilities may include, but are not limited to:

  • Leads the planning and execution of the field follow program including dealer & customer selection and coordination, defining program requirements (e.g. test cases, reliability targets, defining success criteria, schedules) and acting as the primary point of contact for all field follow activities.
  • Works with the business and legal teams to support the development and execution of field follow agreements.
  • Develops and creates field follow packages including all relevant information related to the product and program tailored for the customers and dealers involved.  Ensuring associated information is available to the support teams within Caterpillar.  
  • Responsible for working with the commercial and technical teams on the development and documentation of the required test cases as outlined in the field follow program
  • Responsible for test coverage achievement. Identify potential risk for not reaching target, work with dealer/customer to manage. If situation requires, initiate process for relocation to different customers and dealers.
  • Responsible for tracking progress and results of the field follow program and reporting on that progress and results as required.
  • Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
  • Resolution of commitments; formally document issues related to the overall customer experience with the product, training, and support and provide follow-up on the resolution with industry and development teams.
  • Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
  • Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
  • Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

 

Qualifications

Basic Qualifications:

  • Position requires a four-year degree from an accredited college or university

  • 3 years progressive experience with digital products and solutions

  • 3 plus years of experience in digital product support, NPI, field follow, and/or equipment management product application

  • Strong technical background and a working knowledge of IoT, digital, testing, and troubleshooting

Top Candidates Will Also Have:

  • Experience leading or participating in digital field follow programs

  • General understanding of NPI, technology product development, and support related processes

  • Knowledge of role digital equipment management solutions play in bringing value to customers, dealers, and internal process partners

  • Strong strategic thinking, problem solving, analytical / critical thinking skills

  • Capable of handling multiple projects simultaneously

  • Good human relations skills to develop a cooperative work environment with others inside and outside the department along with strong written and spoken communication skills with a variety of audiences.

  • Requires good analytical skills and structured documentation/reporting skills.

  • Requires ability for "self-starting" and organizational skills to effectively manage and prioritize work and tasks assigned.  

 

Relocation assistance is not 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 be found through our employment website at www.caterpillar.com/careers 


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Job Info

Oct 26, 2020

200005V7-OTHLOC-3685200011648

United States