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Product SupportJob 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 Caterpillar
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and highway diesel and natural gas engines, industrial gas turbines and diesel natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed customers succeed
Role Definition
As a Product Service Specialist, you will serve as the first point of contact for Caterpillar dealer technical communicators requiring assistance with product problem health management (for all Caterpillar Products). The Product Service Specialist provides the dealer with interim and permanent repair information to restore product functionality. You will be a part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN). Average expected volume is between 200-240 SR/month, with a Product Service Specialist resolution rate of 30 -35% and an average quality rating response of 90 – 95% satisfied from the Dealer Surveys.
KEY RESPONSIBILITIES:
- Receives SR from dealer inquires related to product health issues and manage the SR to resolution
- Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
- Investigating SR and document into DSN system (i.e. CPI Event Logger, SISWeb, TMI, and Rastar).
- Assigning Caterpillar priority to Service Request
- Escalating the inquiry when needed to subject matter experts
- Facilitates problem resolution between Dealer and internal Caterpillar personnel
- Reopening and/or reviewing issues with dealers as appropriate
- Adherence to DSN Best Practices (Guidelines)
- Password support
- Mentoring of junior team members
BACKGROUND/EXPERIENCE:
- Detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree- this could include an accredited engineering or related degree.
- Min 2-5 years of product support related experience or equivalent.
Additionally, the incumbent will have demonstrated proficiency in:
- Caterpillar product line and related products
- Understanding of the dealer product support network
- A sense of urgency to resolve product health issues
- Written and oral communications skills with Dealer and Caterpillar personnel (Fluent in English)
- Applied Failure Analysis
- Navigating key Caterpillar product support systems
Skill Descriptors
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.
Level Working Knowledge:
- Provides a quality of service that customers describe as excellent.
- Resolves common customer problems.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Provides direct service to internal or external customers.
- Documents customer complaints in a timely manner.
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.
Level Working Knowledge:
- Delivers helpful feedback that focuses on behaviors without offending the recipient.
- Listens to feedback without defensiveness and uses it for own communication effectiveness.
- Makes oral presentations and writes reports needed for own work.
- Avoids technical jargon when inappropriate.
- Looks for and considers non-verbal cues from individuals and groups.
Problem Solving: 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.
Level Basic Understanding:
- Explains the value of a disciplined approach to problem solving.
- Describes problem reporting and escalation practices.
- Utilizes accepted procedures for problem analysis and resolution.
- Identifies key aspects of problem-solving techniques used in own area.
Posting Dates:
March 21, 2024 - March 28, 2024Caterpillar is an Equal Opportunity Employer (EEO).
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