**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. You will be focusing to resolve customer issues, improve customer experience, minimize warranty and collaborate to drive quality improvements for all IPSD product in APAC region. **W** **hat** **You Will Do:** + Incumbent is responsible for monitoring the overall performance of products to reduce warranty costs and to meet needs of customers worldwide. Incumbent identifies problems, investigates causes and establishes priorities for resolution. + Defines problem in terms of observed symptoms, researches available data, defines applications and conditions encountered, identifies root cause, works with dealers and technical staff to identify information needed, develops plans for fixing problem including validation, and publishes corrective action. + Fixes must address both production and field requirements, which may be different paths. + Identifies tests that need to be completed, data to be obtained and analyzed for course of action. Monitors result after change. + Initiates action for product improvement through PIP/PSP warranty program preparation to address commercial/ business impact of field problems. + Initiates preparation and distribution of technical publications to identify problems, communicate resolutions and announce product improvements. + Provides input to NPI (New Product Introduction) team for the setting of serviceability, reliability and durability goals and pilot test program. + Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc. + Supports marketing units with technical guidance for managing customer problems with product deficiencies. + Supports design engineer activity by identifying market needs to be considered in new/changes to product. + Provides counsel to subsidiary plant service engineering/product quality on product problem maintenance. + Responds to dealer/customer and other Caterpillar employee questions regarding product performance. + Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes. + Continuing challenge is maintaining communications on the level necessary for multi plant involvement on a worldwide basis. **What Skills You Will Have:** + **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. + **Data Gathering & Analysis:** 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:** 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. + **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. + **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. + **Technical Excellence:** Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. + **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. **Required Qualifications:** + Advanced computer applications, good oral and written communications skills are a must have. + Proficiency in navigating key Caterpillar product support systems + Strong mechanical aptitude and product knowledge and good engineering background. + Strong communication, cooperation and influence skills to work with all levels of employees and customers, especially with leadership management employees. + Requires extensive experience in service, service engineering and product support related positions. + Bachelor degree in Engineering/Manufacturing with an excellent understanding of quality management practices or equivalent experience. + Minimum five to eight years of experience and requires a thorough knowledge of quality concepts including process control, analysis, BIQ and lean understanding. **Desired Qualifications:** + Previous 6 Sigma Greenbelt/Black Belt experience preferred. + Knowledge of Quality, Lean manufacturing, an understanding of lean principles is preferred. + Professional certification in mechanical engineering is preferred. + Engine knowledge in fuel system, aftertreatment system or rating development is preferred. **Additional Information:** + Regular/irregular travel with short notice, ~10%. + No relocation. **Posting Dates:** October 30, 2024 - November 29, 2024 Caterpillar is an Equal Opportunity Employer (EEO). 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