Product Support Technical Representative

4 months ago

Peterborough, United Kingdom Caterpillar Full time

**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 Title: Product Support Technical Representative**

**Salary**:£51,000 - £58,000 (Depending on Experience)

**Location**: Peterborough

**Benefits**:

- 25 days annual leave,
- Up to 12% bonus
- Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%
- Contributory share scheme - Caterpillar will match 50% of the employee's contribution.
- Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase.

**Relocation/ Sponsorship**:We are unable to provide sponsorship or relocation support for the role.

**Flexible working arrangements will be considered for this role, in-line with the needs of the business.**

**About IPSD**

**The Opportunity**

Industrial Power Systems Division (IPSD) has an exciting opportunity for a Medium Engines Product Support Technical Representative. Even with the world’s best products, from time to time problems occur. In this role you will be responsible for ensuring that Cat Machine Division customers receive a world class Product Support, Service and Parts Availability experience for C0.5 - C7.1 engines. Key skills and capabilities of the position are focused on quick assessment of emerging issues, product problem management, effective communications, appropriate elevation of high impact issues, and resolution planning.

**Job Responsibilities and Duties**:
Primary function of this position is managing the product support relationship between the IPSD-M engine and Cat Machine Division, with frequent and effective communications on product health, problem management and service communications.

For our customer, you will be the primary product support contact, and will become an expert in understanding customer needs from a product health point of view. Within our business, you will be the primary contact for product issues affecting your customer, advocating voice of customer (VOC) into our business, and representing our business position back to the customer. You will lead regular issue review meetings with the customer.

CMG Product Support Technical Representative is responsible for:

- Emerging issues and Product Problem Management
- You will support multiple elements of the engine and machine CPI process including:

- Work closely with Cat Machine Product Support and IPSD engine emerging issue teams to ensure facts are gathered to support emerging issue investigation. Including input on failure symptoms, occurrence and customer impact.
- Regularly communicate Continuous Product Improvement (CPI) Find it & Fix it issue investigation status, and drive for project velocity.
- Manage Send It Back (SIB) requests.
- Gather and analyze data and make recommendations based on knowledge of engine and machine operation.
- Support project BB and provide voice of customer on Service Magazines, Field Service Plans and Service Letters.

Service and Parts availability
- You will work with our partners to ensure our customer service and parts needs are met.
- Work with our parts division partners to ensure that engine parts availability issues are resolved, in particular when we have customer machine down or dealer back-order issues.
- Dealer Technical Communicator (TC) and Cat Machine product support conferences are supported, providing the very latest information and CPI updates in response to dealer and service team questions
- This position administers service policy codes to pay for requested dealer work.

Cat Machine Facility and Pre-Service Support
- You will work with our customer facilities to support pre-service and new product facility readiness.
- Work closely with Cat Machine facilities to ensure all pre-service issues are managed effectively. As-delivered quality (ADQ) events are raised from all Cat Machine facilities for our global engine facilities. Pre-service (ADQ) reworks are coordinated at all customer facilities, as required. Progress updates are communicated regularly.
- Customer Readiness Reviews (CRR) are completed in all receiving machine facilities, ensuring the end to end processes from engine system receipt through machine assembly, test and finish meet our legal and technical requirement.

**Skills and Experience**:

- A college or university degree with job relevant experience or equivalent job relevant experience.
- Technical product knowledge, and/or the capability to learn quickly
- Product issue problem solving skills
- Capacity to respond to time sen

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