Product Service Engineer

**Career Area**:Marketing / Sales / Product Support
**YOUR WORK SHAPES THE WORLD**
Whether it be ground breaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us.

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This opening is for a Product Service Engineer within the Excavation division, providing technical expertise & offering service solutions to Caterpillar and Dealer technical teams. This role is a part of the Product Group Area Management team, which is responsible for representing Excavation division (EXD) to all internal & external partners in the South-East Asia (ASEAN) region. This job role is responsible for supporting short term, tactical service issues as well as long term strategic improvement actions in the product support space. This position is considered to be an expert role within the product support function, able to provide leadership & guidance to regional Caterpillar and Dealer personnel.

**JOB DUTIES**

Key duties for the Product Service Engineer are illustrated below:
**Product Quality**
- Continuously monitor field performance of products across the machine life cycle
- Work with Reliability & Engineering teams to understand potential Root Cause of failure
- Work with team to identify Interim & Permanent Corrective Actions, help to validate them
- Monitor results after change by collaborating with regional teams

**Customer Support**
- Provides technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
- Responds to dealer/customer and other Caterpillar employee questions regarding product performance through all communication channels, including the ‘Dealer Solution Network’
- Initiates preparation and distribution of technical publications to communicate resolutions and announce product improvements
- Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes

**New Product Introduction**
- Provides input to NPI (New Product Introduction) team for the setting up of serviceability, reliability and durability goals and pilot test program
- Assist NPI team to perform Validation & Field Follow activities in the region

**Commercial**
- Manages release of Service letters to address commercial/business impact of field problems
- Monitor Standard & Goodwill Warranty costs to proactively address any gaps
- Lead / participate in projects to improve Parts & Services Revenue
- Lead / participate in projects to improve Customer product support experience

**REQUIRED QUALIFICATIONS**
- 6 - 8 years of relevant hands-on field experience
- Technical education in Engineering or Equivalent
- Experience in Engine, Hydraulic, Electrical & Electronics, Powertrain components
- Effective communication & presentation skills, proficient in written & oral English language

**DESIRED QUALIFICATIONS**
- Able to build relationships with various internal & external stakeholders
- Demonstrated leadership / mentorship experience, managerial, project management skills
- Ability to read schematics, engineering drawings, knowledge of Hydraulic Excavators

This position requires regional travel as and when required, up to 30% of the time.

Caterpillar is an Equal Opportunity Employer (EEO).

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