Senior Product Support Field Engineer

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.

Hear about the Caterpillar Experience for yourself

Role Definition

The Large Power Systems Division (LPSD) of Caterpillar has an opening for a Senior Product Support Field Engineer. The position will provide complex technical product support focused on Engine and Generator support for prime running gensets in Point Pleasant, WV. The incumbent will work closely with the local Caterpillar Dealer to ensure customers receive the product performance, reliability, durability, and availability they expect as part of the Cat Brand Promise. The incumbent will work closely with the Electric Power industry team and LPSD engineering community to ensure successful operation of LPSD powered gensets in the region.

What you will do

• Enhance communications between factory, dealer and customer

• Identify application & installation issues and communicate corrective actions

• Train and assist Cat Dealer personnel in advanced troubleshooting

• Provide expert level on-site advanced troubleshooting

• Investigate reports of product issues, gathering pertinent data

• Perform post failure root cause analysis

• Provide on-site product specific hands-on training for operators and technicians

• Deploy and follow field test iron

• Assist dealers with understanding and implementation of Service Publications, TIB (Technical Information Bulletin), Engine News, Service Magazines, and Service Letters

• Identify services growth opportunities

• Conduct work safely while ensuring others are safe

• Maintain a daily presence at customer sites and dealer workshops

Degree Requirement
Bachelor’s Degree in Engineering or other degree with relevant engine/generator set job-related experience desired.

• Experience: Experience working with gas/diesel large engines and Caterpillar Dealers.

• Knowledge: Thorough knowledge of reciprocating engine genset applications, their function and performance

• Behaviors: Excellent communication skills (including written, oral, electronic, and presentation skills), with ability to adapt for a wide-ranging audience from dealer technicians to Caterpillar’s management and Customer’s management teams. Broad industry knowledge and experience in dealer product support operations. Results oriented, self-starting individual with flexibility to accommodate a fast and ever-changing environment. Must have high motivation to produce a high-quality product. Technically astute with hands-on experience and ability to apply engineering principles to quickly solve complex problems. Demonstrated ability to collaborate with and influence team members from many different backgrounds and cultures

Top Candidates Will Also Have

• Broad Caterpillar knowledge and experience in CAT dealer product support operations

• Working knowledge of Caterpillar apps/tools such as SIS, TMI, Electronic Technician, Cat Inspect

• Working knowledge of SC2, CANape, data logging equipment and instrumentation experience

• Experience in equipment condition monitoring and applied failure analysis  

What you must have (Skills)

• 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.