DSN Analyst

Career Area:

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.

What You Will Do:

As a Product Performance Engineer, you will provide technical support to dealers & distributors and address technical related product issues from the field through the Dealer Solution Network (DSN). 

This position has responsibility for providing technical support for both Cat and Perkins brand IPSD engines. Detailed scopes include technical resolution consolidation and communication to Caterpillar dealers and Perkins distributors. Entering and maintaining product issue updates into the Continuous Product Improvement (CPI) system and producing regular metrics reports will also be required.  This position will provide support for product development and field follow with customers.

What Skills You Will Have:

• Investigating service requests and documenting into DSN system.
• Ensuring the relevant details of service requests are documented.
• Following up with the dealer to ensure high quality
  • Analyse product health, by using various Caterpillar systems.
• Leading field resolution teams on critical issues.
  • Create, implement and utilize Continuous Process Improvement (CPI) Find-It process within product support.
• Initiating parts return requests.
  • Participate as a Product Support Representative within New Product Introduction (NPI) projects with regards to product line(s) of responsibility.
  • Day-to-day communication with dealers and distributors regarding technical issues.

Required Qualifications:

• A Bachelor’s degree and 1 year of engineering, product support or operations experience OR
• In lieu of a degree, a minimum of 5 years of engineering, product support or operations experience
• Experience working cross functionally with product support, engineering, purchasing, and operations Knowledge of various machinery products and applications
• Excellent written and oral communications skills
• A sense of urgency in resolving product health issues

Desired Qualifications:

• Proficiency in navigating key Caterpillar product support systems
• Deep knowledge and understanding of diesel engine
• Experience working with Caterpillar and Dealer personnel

Additional Information:

• Relocation assistance is not available for this position.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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