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Location: Mossville, IL, United States
Date Posted: Oct 27, 2020

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Job Description


What matters most to you?  Is it being part of a strong team?  Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe and you contribute to meaningful work. Together, we can build what matters.

The Industrial Powers Systems Division currently has an opening for a DSN Tier II in Mossville, IL.

This position serves as a subject matter expert providing troubleshooting assistance on C9.3-C18 engine and after treatment systems for Caterpillar dealer technical communicators.  The candidate will be responsible for working directly with dealers to resolve complex problems, as well as identify potential emerging issues.  Has expert knowledge of the company’s processes, systems and methodologies. Performs complex analysis work, identifies and resolves problems that are complex in nature.

Job Duties/Responsibilities may include, but are not limited to:

  • Receives dealer inquiries via DSN, Phone, E-mail, Event Logger, standardized product problem forms - CPI Web template inquires, reports, etc.
  • Utilizes the DSN to populate service request tickets with the relevant product event data/information (dealer, customer product application, product problem description, application, most likely root cause, incident reports, repair information, escalation, and resolution).
  • Divided inquiries into 3 categories: Safety and product down, product health with no documented repair action, and informational.
  • Search and investigate Caterpillar systems for validated information on known potential product problems, technical inquires, etc.
  • Utilizes the following systems: CPI Search, CPI Event Logger, SISWeb, SIMS, TMI, PIS, RWA, EDS, REDI, etc.
  • Communicate emerging issues to Service Engineers for CPI issue creation as appropriate. Coordinate failed parts return, and notify the corresponding Service Engineer when they arrive


Basic Qualifications:

  • At least 5 years of diesel engine design or hands on experience
  • At least 2 year previous dealer/customer support experience
  • Working knowledge of IPSD Medium engines .5L- 7.1L

Top Candidates Will Also Have:

  • Bachelor’s Degree in Electrical, Agricultural, or Mechanical Engineering / Technology or 3+ years product support experience
  • DSN Analyst experience
  • Knowledge of the CPI processes, product support, and warranty systems/tools
  • Strong communication skills
  • Familiarity with Dealer repair processes and troubleshooting steps.

Additional Information:
  • The location for this position is Mossville, Illinois 
  • No relocation assistance is available for this position
  • This positing will close Monday, October 26, 2020 at 11:59 CST PM

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 

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

Oct 27, 2020


United States