Product Service Engineer

**Career Area**:
Product Support

**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 Summary**

**This role is a part of the Product Group Area Management team, which is responsible for representing Excavation Division (EXD) to all internal and external partners in the South-East Asia (ASEAN) region.

**What You Will Do**

Provide technical expertise and offering service solutions to Caterpillar and Dealer technical teams. 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 and guidance to regional Caterpillar and Dealer personnel.

**What You Have**

**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

**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’
- Conducts dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes
- Adapts documents and presentations for the intended audience.
- Communicates well downward, upward, and outward.

**Relationship Management** - Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Creates opportunities to educate support teams on client priorities.
- Empowers others to establish collaborative, healthy relationships.
- 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.

**Technical Excellence**:

- Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
- Ability to read schematics, engineering drawings, knowledge of Hydraulic Excavators

**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 judgement.
- Follows proper data gathering and analysis processes and policies.
- Documents data from various sources and in various formats.

**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
- University degree preferably in engineering
- Hands on experience in Engine, Hydraulic, Electrical & Electronics, Powertrain components
- Proficient in digital systems and MS Office, with strong technical fluency across online tools
- Demonstrated leadership / mentorship experience, project management skills

**Additional Information**
- This position requires **working onsite five days a week**
- Travel: requires regional travel up to 30% travel within SEA

**How We Support You (Employee Benefits)**:
Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance. (prorated based upon hire date).

**Final Details**

**About Caterpillar**

Caterpillar Inc. is the