Senior Product 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.

Caterpillar’s Earthmoving division is hiring a Sr. Product Service Engineer! In this role, you will have worldwide accountability for monitoring the overall performance (including reliability, durability, maintainability and repairability) of Mining Motor Graders. 

What You Will Do: 

• Dealer Advocate: Main contact for field reps and Caterpillar dealers, addressing technical queries and product issues. Ensure both customer and dealer needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions.

• Product Problem Management: Manage product issues, escalate priorities, gather data, support root cause investigations, leverage cross-functional experience to solve customer problems and communicate throughout. Provide technical expertise to troubleshoot machine issues and communicate corrective actions.

• Service Engineering: Improve product repairability, maintenance, and serviceability. Responsible for creating and publishing service magazines, special instructions, and field rework requests through product service letters  

• Continuous Improvement: Support continuous product/serviceability improvement (CPI) and warranty programs. Coordinate the return of field iron (SIBs) in support of root cause identification. Collaborate with engineering teams to develop and implement ICA and PCA solutions, executing field fixes and field support programs.

• New Product Introduction: Influence early phase NPI inputs. Responsible for the go-to-market product support deliverables. Plan and execute field follow programs.

What You Have  

• Customer Focus: Proven ability to collaborate directly with customers, dealers, and field representatives to gather insights and improve product performance.

• Service Excellence: Experience in planning and executing field follow programs and conducting serviceability audits to enhance the customer experience.

• Effective Communications: Strong written and verbal communication skills, demonstrated through creating and publishing service magazines, special instructions, product service letters or similar communication channels.

• Technical Excellence: Knowledge in product improvement processes, including CPI and defect resolution, ensuring high reliability, durability, and maintainability. 

Top Candidates Will Have: 

• Four-year engineering or technical degree or equivalent job-related experience

• Knowledge or experience working with motor graders and/or products is a benefit but not required.

• Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers. Strong collaboration skills.

• Self-starter with a pro-active mindset, taking initiative to tackle challenges and drive effective solutions forward.

Additional Information 

• Location: Peoria, IL 

• Travel up to 25% (potential for international and domestic)

• Domestic relocation assistance is available for this role

• Sponsorship is NOT available for this position

Summary Pay Range:

$126,000.00 - $189,000.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*