Service Engineer (Uptime Representative)

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.

At Caterpillar, we're committed to our customers, who build a better, more sustainable world with our products, services and solutions. We understand and show the value of why they should choose us. We're exploring new ideas and opportunities - innovating to discover the breakthroughs necessary for tomorrow's growth. Through it all, we are one team - creating and delivering world-class products, services and solutions superior to the competition. Learn more about the Caterpillar Experience.

We are looking for a Service Engineer (Uptime Representative) to join our Customer Facing team within one of Construction Industries' newly formed divisions: Customer Solutions Growth Regions.

About Customer Solutions Growth Regions Division

This team, alongside dealers, engages closely with customers to create, customize, and adapt solutions to meet their needs by leveraging the extensive range of offerings available today-across products and services, digital and technology, rental and used, and financing.

The division is regionally focused on Africa, the Middle East, Eurasia, Asia (excluding Japan), and Latin America (LATAM) and organized into three functional areas: Customer Facing, Customer Solutions, and Business Enablers.

This role is part of the Customer Facing team, the engine of our business-driving growth by delivering tailored, territory-specific solutions that solve customer pain points, accelerate decision making, and enable profitable sales execution.

Role Definition Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

What You Will Do (Responsibilities)

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.
• Building dealer's technical capabilities to identify and repair product deficiencies.
• Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages.
• Directing dealers in managing Product Improvement Programs cost effectively and within designated timeframes.
• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

What Will Put You Ahead (Preferred Skills)

• Bachelor's degree in Mechanical or Mechatronics Engineering or equivalent. Master's degree is a plus.
• Minimum 4 years experience in a similar position.
• Demonstrated expertise and experience working in emerging markets or regions

What You Have (Basic Skills Required) 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.

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.

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.

• 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.

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.

• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.

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.

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

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.

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact finding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• 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 critical issues and resolve major problems.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Uses a structured approach in analyzing and resolving technical problems.
• Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.
• Provides examples or case studies demonstrating technical excellence in actual business scenarios.
• Pursues, prepares for and assumes new technical assignments and challenges.

Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.

• Identifies project management tools and requirements within own function.
• Describes the key objectives, phases and deliverables of a current project.
• Explains the concepts of phase, activity, task, and deliverable.
• Gives examples of critical paths in projects.

Additional Information

• Must be able to travel 70% - 80% (Domestic & International)

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions. Caterpillar commits itself to the realization of employment equity goals as envisaged in the South African Employment Equity Act and policies relating to workplace equality. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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Posting Dates: . click apply for full job details