Product Service Consultant

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 Consultant at Caterpillar, you will be an integral part of the Cat Telehandler product group within the Telehandler Product Support team. The role focuses on dealer technical support and supporting lead Product Service Engineer(s) to develop and author technical & service materials for current and new products.

Responsibilities

• Support Dealer technical and parts requests, support service engineering strategies and processes for a given product to improve repairability, maintenance & serviceability, thereby enhancing product acceptance.
• Produce or author comprehensive go-to-market technical and service engineering documentation for new product introduction programs as well as both current production models.
• Create and maintain high-quality publications to ensure dealer capability and service delivery quality, thereby enhancing customer experience and supporting effective field service and maintenance of Cat CWL products.
• Collaborate with cross-functional teams to ensure the successful launch of new products, providing expert technical & service engineering support.
• Engage in continuous improvement initiatives to produce, refine and/or optimize product support publications and materials, or providing expert technical & service engineering support.

Requirements

• Good communication skills and ability in taking on direction or work instructions effectively.
• Strong mechanical aptitude, product and systems knowledge, and a robust background in construction machine product engineering.
• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
• Knowledge of and ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner.
• Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations.
• Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice-to-haves

• Experience in general construction machine product support, service and maintenance repair processes & methods.
• Strong knowledge of general construction products or off highway machine products and/or product applications.
• Experience in technical writing & authoring proficiency, clear and concise writing.
• Skilled at editing and proofreading, with attention to detail.

Benefits

• Annual incentive bonus plan*
• Medical, dental, and vision coverage
• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
• 401k savings plan
• Health savings account (HSA)
• Flexible spending accounts (FSAs)
• Disability benefits
• Life Insurance
• Parental leave
• Healthy Lifestyle Programs
• Employee Assistance Programs
• Voluntary Benefits and Employee Discounts
• Tuition Reimbursement
• Career Development