Senior Warranty Service 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.

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 Senior Warranty Service Engineer, you will lead Caterpillar’s Global Warranty Claims team to improve the Quality and Velocity of our claim adjudication.

Additional Information:

• Location:  Peoria, IL (United States)
• Required Travel: Up to 10% (Domestic + International)
• Relocation Assistance Offered: None.
• US Work Sponsorship Offered: None.

What You Will Do:

• Work closely with our internal partners (Global Service, Product Groups, Cat Finance) and external customers (Caterpillar Dealers) to solve problems and improve collaboration.

• Lead and represent the Warranty Claims team on various continuous improvement projects

• Lead our dealer training

• Evaluate and adjudicate warranty claims

• Participate in yearly (preplanned) international travel

What You Have (Basic Requirements):
• Education Requirement: Degree or 8+ years of dealer-facing experience

• 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.

• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

• 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 appropriately to diverse situations.

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
 

What Will Set You Apart (Top Candidates Will Have):

• Dealer-facing experience (Tech Rep, etc)

• Strong knowledge of Machine Repair Practices

• Strong knowledge of Dealer Service Operations

• Strong problem-solving and solutions-oriented capacities

• Strong self-motivation

What You Will Get:

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition.  Learn more about the