Product Service Engineer at Caterpillar Inc.

Burnie, Tasmania, Australia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Manufacturing, Heavy EquipmentIndustries

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customised customer solutions
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours
Problem Solving: Knowledge of approaches, tools, techniques for recognising, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain positive relationships

Responsibilities

Provide continuous support and technical guidance to Customer and Dealer personnel
Assist in identifying and correcting product deficiencies, improving product design and adapting improvements to product in the assigned area of responsibility
Keep Engineering, other Service Engineering management personnel, and the dealer organisation appraised of activities and/or status of product problems
Prepare Failure Analysis, Summary Reports, and review Problem Lists
Field follow and support for New Product Introduction
Identify and correct product deficiencies, improve product design and adapt improvements using the CPI and DSN processes
Maintain technical liaison between Caterpillar and Dealers utilising the Caterpillar DSN system
Initiate & review Problem Lists, and inform appropriate persons on problem solution
When a product problem is solved, initiate a Technical Information Bulletin, Service Magazine or Service Letter to notify field and dealer personnel, and provide a basis for publication to dealers
Travel to Customer mine sites for field follow and investigation

Skills

Key technologies and capabilities for this role

Failure AnalysisProduct SupportNew Product IntroductionCPI ProcessDSN ProcessEngineering ReportsProblem Lists

Questions & Answers

Common questions about this position

What are the main responsibilities of a Product Service Engineer?

The role involves providing continuous support and technical guidance to Customer and Dealer personnel, identifying and correcting product deficiencies, improving product design, maintaining technical liaison with Dealers, preparing Failure Analysis and Summary Reports, and traveling to customer mine sites for field follow and investigation.

What key skills are required for this position?

Key skills include Customer Focus to align customer needs in business decisions and create customized solutions, and Data Gathering & Analysis to collect and synthesize data from stakeholders objectively.

What is the company culture like at Caterpillar?

Caterpillar fosters a global team environment that cares about each other, emphasizes being makers, problem solvers, and future world builders creating stronger, more sustainable communities, and actively makes progress and innovation happen with customers.

Is travel required for this role?

Yes, the position includes travel to Customer mine sites for field follow and investigation.

What makes a strong candidate for this Product Service Engineer role?

A strong candidate demonstrates customer focus by prioritizing customer needs in decisions and creating customized solutions, along with proficiency in data gathering and analysis to objectively synthesize information from various sources.

Caterpillar Inc.

Manufactures heavy machinery for various industries

About Caterpillar Inc.

Caterpillar Inc. designs and manufactures heavy machinery and equipment for industries such as construction, mining, energy, and rail. Their products include a wide range of machinery and engines that help clients complete large-scale projects. Caterpillar's equipment works by providing powerful tools that can perform tasks like digging, lifting, and transporting materials. What sets Caterpillar apart from its competitors is its strong aftermarket support, which includes maintenance and repair services, ensuring that their machinery remains efficient and reliable over time. The company's goal is to deliver high-quality products while also focusing on sustainability and community development through initiatives that improve education and reduce poverty.

Irving, TexasHeadquarters

1925Year Founded

$143.5KTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Social Impact, AI & Machine LearningIndustries

10,001+Employees

Benefits

Annual incentive bonus plan

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

Risks

Closure of Aurora office may impact regional economy and Caterpillar's reputation.

Partnership with Anti Social Social Club could dilute Caterpillar's industrial brand focus.

Advanced technology in Cat D8 dozer may face resistance from traditional customers.

Differentiation

Caterpillar's century-long history underscores its reliability and industry leadership.

The company integrates AI and IoT to enhance machinery performance and customer satisfaction.

Caterpillar's strong aftermarket services ensure product longevity and operational efficiency.

Upsides

Growing demand for autonomous equipment boosts Caterpillar's innovation in heavy machinery.

Expansion of 5G networks enhances Caterpillar's remote operation capabilities, improving safety.

Caterpillar's commitment to sustainability aligns with the global shift towards eco-friendly practices.

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