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.

Job Title: Field Service Engineer

Salary: £39,994 - £45,000 (Depending on Experience)

Location: Peterborough

Benefits: 

25 days annual leave,    

Up to 10% Bonus

Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%

Contributory share scheme - Caterpillar will match 50% of the employee's contribution.

Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase.

Flexible working arrangements will be considered for this role, in-line with the needs of the business.

About IPSD

Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L Cat® and Perkins engines that power over 5000 applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future. 

The Opportunity

As a Field Service Engineer, you will be part of the Caterpillar Industrial Power Systems Division (EAME) Service & Customer Support team, who have responsibility for supporting all CAT & Perkins engine products, 0.5-18 Litre, in region.

This is a key, customer facing product support role, where you will be assisting with the diagnosis and resolution of engine quality and performance related issues negatively impacting sales, customer satisfaction, warranty expenditure or brand reputation. The role requires you to present a professional image both internally and externally and provide service solutions through World Class customer service.

What You Will Do:

Working as part of a dedicated team of specialist field service and service engineers, you will develop and maintain detailed operational and troubleshooting knowledge on multiple product ranges, resulting in class-leading dealer and customer support across CAT and Perkins brands.

Key duties and responsibilities of this role include, but are not limited, to the following:

Plan and conduct field visits on identified machines, assisting dealers and OEMs with complex fault diagnosis and rectification, minimising machine downtime and customer pain. Ensure repairs are carried out to the highest standard, providing a “First Time Fix” to the customer.

Conduct assigned activities on NPI field follow programs (including first-fire support, troubleshooting development and validation, engine up-certification, reporting in PPRD)

Provide on-site dealer training based on field engineering expertise and issue investigation.

Support DSN analysts with resolution of field queries raised through the technical helpdesk

Provide support to CPI project teams on in-field troubleshooting or conducting measurement plan activities

Attend customer manufacturing facilities to inspect and rectify identified component quality issues to assist factory teams with containment of production or supplier quality related issues

Conduct all work practices in line with company health and safety policies

You will work collaboratively with internal engineering teams, dealers, and product support representatives to investigate and resolve complex product problems and factory quality issues.

Key skills you will exhibit in this role will include data extraction, increasingly complex engine system troubleshooting and problem solving, process management and systems knowledge.

Through demonstrated capability, you will be able to communicate technical information, verbally and written, including detailed technical reports, in a clear, concise, and accurate manner with both internal and external customers, accounting for English as a second or third language.

This role requires a strong working knowledge of CAT and Perkins information systems including ET/EST, CPI, MyNPI, SIS2.0, SIMSi, TMI, EDS, SPI2 and PTMI. You will also assist product service engineers with the Identification of any failure trends and communication of potential emerging field issues which may require deeper investigation through CPI processes.

Experience gained in this role can lead to further career progression opportunities in the service engineering, product support, A&I or CPi functions, among others.

What You Have

Skills will, ideally, have be learned in and around on or off-highway diesel engine operational and diagnostic knowledge, including electrical and aftertreatment systems, ideally gained through recognised apprenticeship and /or degree level qualification.

Customer Focus: Level Working Knowledge:

Solicits customer satisfaction feedback and acts on improvement opportunities.

Helps link organizational objectives to customer needs and expectations.

Data Gathering & Analysis: Level Working Knowledge:

Follows proper data gathering and analysis processes and policies.

Documents data from various sources and in various formats.

Utilizes basic data collection and evaluation tools and techniques.

Service Excellence: Level Working Knowledge:

Provides a quality of service that customers describe as excellent.

Resolves common customer problems.

Responds to unexpected customer requests with a sense of urgency and positive action.

Provides direct service to internal or external customers.

Documents customer complaints in a timely manner.

Effective Communications: Level Working Knowledge:

Delivers helpful feedback that focuses on behaviors without offending the recipient.

Makes oral presentations and writes reports needed for own work.

Problem Solving: Level Basic Understanding:

Utilizes accepted procedures for problem analysis and resolution.

Technical Excellence: Current on or off-highway diesel engine operational and diagnostic knowledge, including electrical and aftertreatment systems, ideally gained through recognised apprenticeship and /or degree level qualification.

Level Working Knowledge:

Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.

Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.

Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.

Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.

Helps others solve technical or procedural problems or issues.

Top candidates will, ideally, have skills in the following;

Customer or supplier facing experience

Previous experience of Caterpillar and Perkins diagnostic tools ET/EST

Use of telematics devices including system operation and data extraction

Delivery of engine or engine system related training

Previous experience of engine or machine development, application or design.

Engine Calibration tool experience, such as Vector CanApe or similar

Additional Information:

We operate a hybrid working week consisting of three days in the office and two from home.

As this role serves our customers in the field, there will be 50% travel across EAME.

What You Will Get

We look forward to welcoming the successful candidate to our dynamic, diverse and friendly team. We have a culture of openness, autonomy, support, personal development as well as a continuous drive for improvement.  

About Caterpillar  

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.  Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting. #LI-Hybrid

Posting Dates:

February 3, 2025 - February 16, 2025

Caterpillar is an Equal Opportunity Employer (EEO).

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