Product Support Engineer

Serve as the first point of contact for dealer technical communicators requiring assistance with product problem health management (for all Caterpillar Products)

Provide the dealer with interim and permanent repair information to restore product functionality

Perform initial triage on product health events, including receiving and recording Incident Reports to Caterpillar

Record event information for future reference and for CPI data mining

Investigate documented information

Manage dealer inquiries to closure

Manage PSCRM workflow (typical daily task)

• Only those lawfully authorized to work in the designated country associated with the position will be considered.

• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

Accredited engineering degree or related degree (preferred)

Equivalent experience may be considered in lieu of a degree

Required Skills

Mechanical / Product Knowledge: Strong mechanical/product knowledge with hands-on machine experience

Failure Analysis: Applied Failure Analysis proficiency

Systems Navigation: Ability to navigate key Caterpillar product support systems (e.g., PSCRM workflow)

Dealer Network Understanding: Understanding of the dealer product support network

Urgency: A sense of urgency to resolve product health issues

Communication: Written and oral communications skills with dealer and Caterpillar personnel (Fluent in English required)

Experience Level: 2-5 years of product support related experience or equivalent

Product Line Knowledge: Caterpillar product line and related products