Typical task breakdown: - Receives dealer inquiries via DSN, Phone, E-mail, Event Logger, standardized product problem forms - CPI Web template inquires, reports, etc. - Utilizes the DSN to populate service request tickets with the relevant product event data/information (dealer, customer product application, product problem description, application, most likely root cause, incident reports, repair information, escalation, and resolution). - Search and investigate Caterpillar systems for validated information on known potential product problems, technical inquires, etc. - Utilizes the following systems: CPI, SISweb, SIMS, TMI, PIS, RWA, EDS, REDI, etc. Interaction with team: - Communicate emerging issues to Service Engineers for CPI issue creation as appropriate. - Coordinate failed parts return, and notify the corresponding Service Engineer when they arrive - Collaborate with the larger Product Service team on issue resolution Work environment: - Mixture of remote and in office interactions (with opportunity to support large issue resolution in the field).
Technical Skills (Required) - 5+ years of diesel engine & aftertreatment experience in design, performance, product support, or technical field experience - 2+ years of previous dealer/customer support experience - Strong mechanical aptitude and analytical ability - Strong communication skills