Dealer Solution Engineer - 1

Responsibilities

Serve as the first point of contact for Caterpillar dealer Technical Communicators (TC's), worldwide, requiring assistance with product health management for all Caterpillar products. The Dealer Solution Engineer (Tier 1) provides the dealer with interim and permanent repair information to restore product functionality. They manage Service Requests (SR's) and process according to the DSN "Common Practices". This includes assigning appropriate Caterpillar priority, provide "triage" on product health events, record accurate information for future reference (including Incident reporting), investigate documented information, advice on dealer repairs, escalate to subject matter experts (Tier 2) as needed, facilitate problem resolution between dealer and Caterpillar personnel, and manage the SR to ensure timely resolution. Also, recognize emerging product problems and make recommendations to service engineering on moving forward with product problem investigation. Support the DSN process partners (Dealer TC's, Tier 1's, and Tier 2's) by assisting individuals and providing constructive input to improve the process. Data accuracy is critical as it is utilized to support corporate quality initiatives. Good English communications skills (both oral and written) are essential. Typing and multiple language skills are a plus. Work-hours flexibility required to provide adequate 24/7 coverage between worldwide service centers.

Qualifications
This Position requires a detail-oriented person with 1-3 years of product support related experience or other equivalent job experience. This could include an accredited engineering degree, related technical degree, or other equivalent experience.
The incumbent must be proficient in:
1. Mechanical aptitude and analytical skills
2. Understanding of the dealer product support network
3. Strong customer focus to resolve product health issues
3. Good oral and written communication skills
4. Ability to navigate key Caterpillar product support information systems
5. Good print-reading skills.

Desirable Qualifications
Computer proficiency to navigate multiple applications; ability to find information using multiple databases and search tools including: CDIM, DSN, SISWeb, SIMSi, TMI, QRWB, PRWB, EDS, etc..; Applied Failure Analysis training; Knowledge of the Caterpillar product line.