Customer Services Consultant

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.

About EPD  
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations! 

Role Definition

Caterpillar’s Electric Power Customer Services Consultants are responsible for identifying, evaluating, documenting, communicating, and correcting specific engineering and workmanship deficiencies across products within their division.

They serve as the first line of support, providing coordination of services, resolving problems, analyzing technical data and offering recommendations related to selected products and services. This role plays a critical part in ensuring product quality and customer satisfaction by bridging field insights with internal engineering and manufacturing teams.

What You Will Do

• Address minor coverage issues and customer complaints, ensuring clear documentation of all communications.

• Respond to inbound service inquiries, perform health analysis and troubleshooting, and redirect as needed.

• Identify technical issues and determine appropriate resolution paths.

• Provide dealer support via the Dealer Solution Network, including CPI issue resolution and project support.

• Publish service literature and conduct failure analysis to support dealer commissioning and field troubleshooting.

• Inspect returned parts for warranty claims and advise service engineers and dealer personnel.

• Communicate field failure data to Engineering, Quality, and Manufacturing to drive product improvements.

• Prepare Technical Information Bulletins and contribute to Field Rework Programs.

• Assist in developing product literature, tooling, diagnostics, and training materials.

• Monitor safety reports and initiate rework campaigns to mitigate liability and warranty costs.

• Maintain strong relationships with dealers and internal teams across departments.

What You Will Have
 Problem Solving: Extensive knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.

• Ensures capture of lessons to be learned from a problem-solving effort.

• Organizes potential problem solvers and leads problem resolution efforts.

• Uses varying problem-solving approaches and techniques as appropriate.

• Contributes to standard practices for problem-solving approaches, tools, and processes.

• Analyzes and synthesizes information and devises alternative resolution strategies.

• Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Working knowledge of relationship management techniques.

• Provides prompt and effective responses to client requests and interactions.

• Monitors client satisfaction levels on a regular basis.

• Alerts own team to problems in client satisfaction.

• Differentiates the roles and responsibilities in a business relationship.

• Works with clients to address cri