Location: Qingzhou, SD, China
Date Posted: Apr 8, 2021
Closing Date: Apr 15, 2021
JOB PURPOSE: Provide technical assistance/support to dealers, districts and users to achieve practical solutions to product problems and assure user satisfaction.
JOB RELATED STATISTICS:
Annual Division Budget:$1.5-$2.0Million
JOB DUTIES: The Technical Services section provides technical support to dealers, districts, customers and internally that will enhance user satisfaction, contribute to profit and promote prime product and parts sales. This is accomplished through the definition and resolution of product problems, providing technical service support, expertise and assistance in application, maintenance and availability management, plus developing and implementing product support agreements and cost effective on-site support plans.
-Contributes to customer satisfaction and acceptance of machines. This position spends 20 to 50% of time in field evaluation of performance and providing on-site technical counsel to districts, dealers and large users in complicated problem investigation, new large mining machine assembly, delivery and application. Due to remote foreign locations of job sites requires superior planning and coordination capabilities and self reliance.
-Contributes to practical solution to product problems and commercial deficiencies. Through on-site field investigation, monitoring field correspondence and reports, warranty and SIMS service history, identifies product deficiencies and problems, determines scope and commercial impact of problems. Either directly through first-hand knowledge or in close cooperation with business units formulates temporary and production fixes. Writes requests for engineering product improvements. Communicates sensitive problem resolution and improvement information to the field.
-Contributes to control and reduction of warranty expenses by providing technical counsel to CACo. warranty and data staff in reviewing large dollar claims to assess cause of failures and CACo. responsibility. Has warranty/policy authorization to $10,000 and makes recommendation on higher amounts. Formulates CACo. marketing product support programs and obtains approval; prepares requests for corporate product improvement and support programs to minimize commercial impact of product problems. Assures timely announcement to the field.
-Influences functional specifications, design and improvement of assigned products. Through visits to dealers and user job sites and analysis of field reports, determines customer satisfaction with product performance and provides subsidiary input to New Product Introduction process at the business units.
BACKGROUND/EXPERIENCE: Requires a technical/engineering background and several years of engineering or field experience, and considerable technical, product and service knowledge of a wide range of company products and their systems. Must have the ability to resolve complicated technical problems in remote locations with limited information and communications. Spanish language is desirable. Good interpersonal and communication skills are also required.
Caterpillar is an Equal Opportunity Employer (EEO).
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