Senior Service Engineer - Remanufacturing

Caterpillar Inc.•Mossville, IL

3d•Onsite

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. Caterpillar Remanufacturing Do you have a passion for helping customers and supporting a sustainable solution? Since 1973, Cat Reman has helped bring the value at the core of every Cat product back to life. Customers look to us to provide a high-quality solution that is good for their business - and promotes sustainability. It's important to us to deliver. Our team is full of industry leaders. Together, following common values, we share a passion for delivering sustainability benefits that help the company contribute to a circular economy. It’s rewarding work, with an inspiring team, where every contribution matters. Role Summary: Our Caterpillar Remanufacturing Division currently has an opening for a Senior Product Service Engineer position located in the Mossville, IL facility. In this role, you will collaborate with dealers, product support personnel, product groups and manufacturing facilities, to enhance the Caterpillar remanufactured engine reliability and durability, while meeting the needs of customers worldwide.

Requirements

Customer Focus: Extensive 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.
Data Gathering & Analysis: Extensive 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: Extensive 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.
Effective Communications: Extensive experience and 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.
Problem Solving: Extensive knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Extensive knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Extensive knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Bachelor’s degree in engineering
Professional experience within engine, engine components, or aftertreatment systems design, performance, product support, or technical field experience.
Strong mechanical aptitude and analytical ability.
Strong written and oral communication skills to communicate technical information effectively with a wide range of personnel, including internal team members, dealers, customers, and suppliers.

Nice To Haves

Good working knowledge of warranty and service systems.
Experience with direct communication with Caterpillar Dealers.
Experience with Reman and salvage processes across a wide range of components and applications.
Experience with CPI process and related systems.
Experience in Caterpillar’s Applied Failure Analysis (AFA) process and reporting.
Experience using Cat data systems: DSN, TMI, SIMS, SIS, HVC, SCAS.

Responsibilities

Respond to global dealer technical inquires submitted to the Dealer Solution Network that require Tier 2 support
Find issues and initiate Fix It solutions for Cat Reman engines and engine components.
Support PIQ, BIQ & CPI projects with Failed Parts return, Failure Analysis, contribute to PCA ideas, facilitate Field Validation, release Service Publications and propose Field Support plans.
Understand Reman product and processes in order to support Cat dealers, Regional Commercial Sales, Regional Product Support reps, and Caterpillar Machine and Component Product Support team members.
Conduct dealer, customer and Reman facility visits to provide technical assistance on urgent field problems.
Collaborate with new side Service Engineers to improve the design, salvage process or manufacturing process to correct product problems common between new and Reman products.
Represent Cat Reman at industry dealer service conferences.
Lead or support special projects to improve Reman quality.
Based on customer need, on occasion, off shift support will be required, including holiday or evening hours.