Product Support Engineer

Career Area

Product Support

Compensation Grade

23

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.

Job Title

Product Support Engineer

Salary/Grade

£46,329 - £52,000 per annum (depending on experience)

Location

Larne

Benefits

• Up to 12% bonus
• 25 days annual leave plus bank holidays
• Contributory pension scheme - Caterpillar will double the employee's contribution up to 6%
• 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.

Work arrangement

This position requires working on site 4.5 days a week.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centres, municipalities, and more.

With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers.

The opportunity

The Electric Power Division has an opening for a Product Support Engineer on the Large Electric Power Service Engineering team. This position will support complex technical product problem resolution with Caterpillar Dealers to ensure customers receive the product performance, reliability, durability and availability they expect.

You will lead Continuous Product Improvement (CPI) projects, provide remote and on-site support for the full range of diesel and gas electric power product and systems including generators, controls, cooling systems, enclosures and balance of plant. In this role, you will lead issue investigation, root cause analysis and develop and implement interim and permanent corrective actions.

What you will do

• Provide leadership and technical direction to resolve complex technical issues impacting the product and its integration to the customer system.
• Lead Continuous Product Improvement (CPI) projects to investigate and resolve product and process issues affecting Caterpillar Electric Power product.
• Complete root cause analysis and develop interim and permanent corrective actions to resolve complex product health issues.
• Develop appropriate procedures and plans to ensure product quality and evaluate results to identify functional deficiencies. Correct design flaws as needed.
• Evaluate production processes to identify defects in manufacturing and design. Modify designs to maximize production efficiency and product quality.
• Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
• Write technical specifications and instructions to ensure product quality and performance. Track and manage the status of projects from inception to release.

What you have

• Education: Degree in an accredited Engineering curriculum or progressive experience within the power generation industry.
• Technical Excellence: Ability to develop and provide solutions to significant technical challenges.
• Technical aptitude with power generation products, engines or similar industrial equipment.
• Service Excellence: Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Demonstrable experience resolving complex customer complaints or problems for power generation products, engines or similar industrial equipment.
• Customer Focus: Ability to foster strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Experience with anticipating customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Relationship Management: Ability to establish and maintain healthy working relationships with all stakeholders across the business.
• Demonstrable experience working with customers resolving complex challenges.
• Provides prompt and effective responses to client requests and interactions.
• Decision Making and Critical Thinking: Ability to accurately analyse situations and reach productive decisions based on informed judgement.
• Effective Communications: Ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
• Ability to build trust with customers and influence win-win outcomes.
• Problem Solving: Ability to apply knowledge of problem solving appropriately to diverse situations.

Additional information

• There is up to 25% travel requirement for this role.

About Caterpillar

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed to contributing to a reduced carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Equal Opportunity Employer

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