Senior Product Service Engineer

Career Area: Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. About IPSD Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L engines that not only power Caterpillar machines, but also power over 5000 other applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future.

Definition As a Senior Product Service Engineer , you will be responsible for ensuring customer satisfaction by diagnosing and resolving complex engine and integration issues, promoting, defining, analyzing, and providing technical steering for dealer and customer issues.

Act as a strong advocate for both customers and dealers, ensuring their product issues are effectively communicated to internal engineering teams to drive impactful solutions. Analyze product health information for IPSD’s 0.5L – 18L engine lineup.  Review uncovered and emerging issues to develop storyboards and communicate with product organizations. Manage hardware, software, and performance failures, escalate priorities, gather data, support root cause investigations, and leverage cross-functional experience to solve customer problems. Provide technical expertise to help troubleshoot machine issues and communicate corrective actions. Improve product repairability, maintenance, and serviceability. Author technical specifications and deliver service publications to communicate product improvements. Soliciting and gathering internal and external feedback to identify requirements for product serviceability.  Tracking and managing the status of projects from inception to release. Identify and lead process improvements to increase team efficiency and velocity.  Drive global workstream alignment to provide consistent process across all three regions. What You Will Have:   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 customized customer solutions. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Advises others on creating customer focused environments in various scenarios. Facilitates creation of the 'right' products and services to resolve customer business issues. Communicates and models the criticality of customer focus as an organizational strategy. 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. Anticipates customers' needs and satisfies them proactively. Teaches others how to deliver excellent customer service in a variety of settings. Recovers from a service failure in a way that enhances customer's esteem of the organization. Participates in developing a variety of effective ways to deal with difficult customers. 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 behaviors. Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and