Job Description

Career Area: Marketing / Sales / Product Support

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JOB PURPOSE:

To coordinate the engine field service activities, acting as the focal point to ensure the resolution of product support problems and complaints. To lead a team of engineers providing direct technical assistance/support to OEM\'s and users.

JOB DUTIES:

This department is responsible for ensuring the provision of proper engine product support. This position is assigned the more difficult engine support problems and provides guidance and assistance to a team. Specifically, the incumbent:

Acts as the \xe2\x80\x9cfirst" contact for dealers and users on engine policy problems and decisions.

Supports engine customers by direct contact and/or through the network of Caterpillar Dealers. Acts as a "Factory Contact" to assist engine customers, field personnel and dealers with warranty and service problems.

Acts as the end point for customer disputes (short of legal action). Provides related data in support of legal cases involving engine product support problems.

Takes responsibility for coordinating the day-to-day field service activities between engine dealers, field personnel and other departments.

Provides assistance to resolve engine complaints and problems by advising about action to be taken, providing technical assistance to engine dealers and expediting repair work and parts shipments.

Provides leadership, with guidance from manager, to a team of up to 6 Field Service Technicians. Sets goals and objectives, required standards of performance and prioritizing work programs.

Ensures that high opportunity product support problems are identified, and solutions are influenced through the appropriate departments. Customer complaints are resolved with both written and oral responses.

Provides hands on field support to customers and end users, physically involved in diagnosis and repair of product defects at customer sites.

Considers warranty and policy guidelines, circumstances of the failure and commercial impact if the failure is not within warranty and policy guidelines in making decisions on repair work and/or product replacements. Expedites parts shipments to resolve problems. Advises dealers about service programs and service representatives on policy decisions. Assists in negotiating settlements as necessary.

Issue\'s daily/weekly/monthly delivered quality and field service defect reports and service reports.

Works to identify and find solutions to product quality and reliability problems, and carry out on-site containment actions when required.

Facilitates failed material returns, action investigations and progresses through to conclusion.

BACKGROUND/EXPERIENCE:

Requires an Bachelor Degree or Diploma in Engineering, along with several years experience as a Field Service Engineer or equivalent. Needs very good knowledge of the mechanical features and technical characteristics of engine products along with a thorough knowledge of company warranty and policy practices and procedures. Must possess good human relations and communications skills along with the ability to remain calm under pressure situations. Needs to be a skilled trainer and have the ability to learn new products and systems.

Caterpillar is an Equal Opportunity Employer (EEO).

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