DSN Parts Specialist

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.

Your Work Shapes the World at Caterpillar Inc.
 

When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other.  We are the makers, problem solvers and future work 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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence.

As a DSN Parts Specialist, you will serve as the first point of contact for Caterpillar Dealers & internal Cat personnel requiring assistance with product management (for all Caterpillar Products). The DSE-1 provides the dealer/customer with interim and permanent repair information to restore product functionality.

Position will accomplish:
 · The initial “triage” Service Requests
· Investigates documented information
· Manages dealer inquiry to closure
· Subject Matter Expertise in a Caterpillar product line/component.

Additional Information:

• Location:  Peoria, IL (United States)
• Required Travel: Less than 10% (Domestic)
• Relocation Assistance Offered: None.
• US Work Sponsorship Offered: None.

What You Will Do:

• The DSE-2 receives Service Requests from dealer inquiries related to product health/system tech, reuse & salvage, or parts identification issues. They will manage the SR to resolution with the duties to include:
 

· 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 PSCRM
· Assigning Caterpillar priority to Service Request
· Escalating the inquiry when needed to Subject Matter Experts/Tier 2
· Facilitates problem resolution between Dealer and internal Caterpillar personnel
· Reopening and/or reviewing issues with dealers as appropriate
· Adherence to DSN Best Practices (Guidelines)
· Any additional job duties requested by management

• The DSE-2 may have additional job responsibilities which include:
 

· Mentoring of DSE-1
· Project Work
· System Testing
· Dealer/Internal Training

• The DSE-2 is expected to handle these additional responsibilities while maintaining a proficiency in handling Service Requests.

What You Have (Basic Requirements):

• 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.

• 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.

• 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.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appro