Job description
Career Area:
Marketing / Sales / Product SupportJob Description:
What matters most to you? Is it being part of a strong team? Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe, and you contribute to meaningful work. Together, we can build what matters!
About SPM Oil & Gas
SPM Oil & Gas, a Caterpill ar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.
About the role:
As a Sr. Product Service Engineer , you will be responsible for managing the health of the customer experience with SPM products. You will have accountability for monitoring the overall performance (including reliability, durability, maintainability and repairability), and be a key voice in the issue resolution and new product introduction process. You will have direct customer relationships to support their requirements and disseminate information.
What you will be doing:
- Provide customer support to optimize product performance
- Manage customer relations on product performance issues from initial discovery through the issue resolution process to maintain/improve product performance
- Identify and document product issues. Investigate claims, manage the product returns and inputs into the failure analysis. Document well-defined product problem descriptions
- Adhere to the triage process to determine problem validity and interim corrective action
- Support the issue resolution process as the service engineer. Manage the customer relations for the issue to provide customer inputs, project updates and the implementation of the permanent corrective action
- Support warranty justification and adjudication for standard warranty and Goodwill considerations. Reduces the warranty cost and customer impact of field product problems by initiating, developing and cost justifying field rework programs and product support programs.
- Single point of contact for customer communications related to product performance and product problems
- Manage and/or support product publications such as operation and maintenance manuals and service manuals. In addition, other product support related publications
- Support the New Product Introduction programs as a product support team member
- Support customer technical training
- Incumbent may also be responsible for performing other job duties occasionally as assigned
What you will have:
Bachelor’s degree in engineering or technology
8 or more years of job related experience
2 or more years of field experience, including customer relationship management
Experience in service, service engineering and product support related positions
Effective communications skills, credibility, persuasiveness, and high stress tolerance are required
Top Candidates will have:
- 10 or more years job related experience
- High level of product knowledge in pumps and flow products
- Knowledge and experience in failure analysis
- Experience in product issue management with customers
Employee Benefits
- Medical, dental, and vision coverage
- Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
- 401k savings plan
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Short and long-term disability coverage
- Life Insurance
- Paid parental leave
- Healthy Lifestyle Programs
- Employee Assistance Programs
- Voluntary Benefits (Ex. Accident, Identity Theft Protection)
Relocation assistance is offered for this position.
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O.
Relocation is available for this position.EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Submit your information to our Talent Network here .
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