• Senior Product Service Engineer

    Caterpillar, Inc.Peoria, IL 61635

    Job #1650051946

  • Career Area:

    Marketing / Sales / Product Support

    Job Description:

    Your Work Shapes the World

    Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

    When you join Caterpillar, you are joining a team of makers, innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer's needs. Join us.


    The Caterpillar Large Power Systems Division has a Product Service Engineer position located at our East Peoria, IL office. In this role, you will collaborate with dealers, product groups and facilities, to enhance the Caterpillar large mining powertrain product reliability and durability, reduce warranty costs and meet the needs of customers worldwide.

    Job Duties

    • Overall: Worldwide accountability to monitor the overall Drivetrain performance (including reliability, durability, maintainability and serviceability) of assigned and future products.

    • Field Support: Work closely with dealers, customers and Product Groups to address field concerns regarding Drivetrain components.

    • Provide the first line of response to address customer and dealer needs/concerns regarding Drivetrain components.

    • Restore customer confidence by clearly communicating activities regarding upcoming quality improvements and establishing an accurate description of current product health.

    • Develop test plans to validate new/improved designs at customer sites.

    • Work with engineering to determine field testing acceptance criteria and monitor test iron.

    • Develop field publications including Service Letters, Service Magazines, Factory Authorization Letters, and Technical Information Bulletins.

    • CPI: Participate in the Find It and Fix It phases of the CPI process.

    • Utilize the IDT toolbox to Find issues faster to minimize customer pain and warranty.

    • Launch CPI projects.

    • Act as sponsor, Green Belt, or Subject Matter Expert to lead CPI teams targeting Drivetrain quality improvements.

    • Analyze field failure (RWA) data to accurately identify the scope of potential, or emerging, field issues.

    • Submit parts return requests, analyze failed iron, and support root cause investigation.

    • Utilize 6 Sigma tools and methodologies to identify opportunities for improvement and support fact-based decisions.

    • Develop field publications including Service Letters, Service Magazines, Factory Authorization Letters, and Technical Information Bulletins

    • Communication: Provide "One Voice" for Drivetrain as information flows from the field to internal Caterpillar (including Caterpillar Global Mining).

    • Address (and calm) the field's concerns regarding safety and quality issues.

    • Provide status updates on CPI projects and other quality. improvements to Drivetrain customers on a timely basis.

    • Clearly communicate project status and product enhancements.

    • Develop communications at a level of detail consistent with the intended audience and appropriate level of information sharing.

    • Actively participate in monthly conference calls with dealers, Product Groups and Global Mining.

    • NPI: Support NPI activity to drive the proper levels of quality and serviceability in future Drivetrain products.

    • Clearly/accurately define life targets for machine components.

    • Perform carry-over analysis to determine current product health.

    • Leverage field experience to provide technical guidance within Drivetrain and other functions within Caterpillar.

    • Support serviceability audits and serviceability strategies to maximize customer benefit vs. component cost.

    • Quality: Track quality metrics and take actions to drive improvements.

    • Track and communicate 2 & 12 MIS DPU metrics for assigned machines on a monthly basis.

    • Work with Operations, Engineering, Supplier Quality, and other functions to drive quality improvements.

    • Participate on CPI projects as a Team Lead (Black Belt), Green Belt, or Subject Matter Expert.

    • Continuously challenge current levels of quality and life expectancy of Drivetrain products were required

    • Financials: Prudently use Service Letters to address field issues, improve customer's satisfaction, and limit Caterpillar's financial exposure.

    • Analyze Before/After vs. After Service Letters to determine the best option to serve customers and Caterpillar.

    • Regularly review warranty claims for inconsistencies.

    • Limit the use of Service Goodwill, and drive improvements in the field, by the effective use of Service Letters.

    • Continuously drive quality improvements to improve customer value and reduce warranty costs.

    Basic Qualifications

    10+ Year experience with progressive responsibility increase.

    Strong understanding of Cat's overall business processes, including product design and development, assembly, manufacturing, quality, and product support.

    Top Candidates will also have

    BS in Engineering preferred

    Good engineering background, knowledge of competitive machines, service tooling, repair practices, product user practices, dealer service capabilities, parts merchandising practices and a high level of product knowledge

    Strong initiative, communication, interpersonal, organizational and leadership skills

    Proven ability to deliver results across multiple functions

    Drivetrain design experience

    Field related experience or previous Commercial responsibilities within Caterpillar are strongly desired

    Additional Information

    The location for this position is East Peoria, IL

    Domestic Relocation assistance is available for this position.

    This position may require 25% travel

    Employee benefit details

    Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

    Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

    Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

    Final details

    Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

    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 ~~~/Careers .

    For more information, visit ~~~. To connect with us on social media, visit ~~~/social-media

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

    There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

    Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.

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