About the position
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. As a Product Service Engineer, you will serve as a key liaison between Caterpillar Dealers, suppliers, and customers. Your primary focus will be to coordinate machine rebuild timelines, establish efficient processes and best practices, and ensure high levels of customer satisfaction. This role requires strong communication and problem-solving skills to support technical service operations and drive continuous improvement.
Responsibilities
- Review and obtain government approval for dealer-submitted work requests to support machine sales and service.
- Develop recommended parts lists tailored to specific machine configurations and customer requirements.
- Respond promptly to customer and dealer inquiries regarding technical information and service support.
- Collaborate directly with dealers to evaluate machine repair options for the military rebuild program.
- Partner with Caterpillar Defense machine account managers to define customer needs and recommend appropriate repair solutions.
- Engage with government customers to resolve technical issues and ensure satisfaction with product performance.
- Identify and investigate product-related problems, determine root causes, and prioritize resolution efforts.
- Monitor product performance metrics to reduce warranty costs and enhance customer satisfaction.
- Support a focused product line within the division, ensuring global customer needs are met through continuous improvement initiatives.
Requirements
- 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.
- Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs.
- Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
- Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Benefits
- Medical, dental, and vision benefits
- Paid time off plan (Vacation, Holidays, Volunteer, etc.)
- 401(k) savings plans
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSAs)
- Health Lifestyle Programs
- Employee Assistance Program
- Voluntary Benefits and Employee Discounts
- Career Development
- Incentive bonus
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement
