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Digital Service EngineerDescriptionThe Cat® Digital group is the digital and technology arm of Caterpillar Inc., responsible for bringing world class capabilities to our products and services. With almost one million connected assets worldwide, we're focused on using data, technology, advanced analytics, and AI capabilities to help our customers build a better world. To accomplish this, we’re deploying analytics that generate insights, recommend optimized decisions, and improve products by intelligently integrating massive quantities of telematics information, transactional records, images, unstructured documents, and other data sources. For example, imagine leading a group of world-class data scientists applying deep learning to identify unstated customer needs, improve products, and generate leads and recommendations by developing a detailed understanding of how customers use their Cat® products. Or by using the insights gained from such efforts to design customized customer services that maximize the value of their fleet of Cat® equipment. The opportunity to make an enormous impact is truly remarkable!JOB PURPOSE:This position is to investigate Telematics escalations from our dealers, customers, and suppliers. This can include working with internal Digital teams or dealers/customers for investigation that supports end to end Telematics across all of Cat Digital platforms and applications.JOB DUTIES:
Worldwide accountability to monitor the overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products and applications.
Provide leadership and coordinate with other digital product and application support teams on the long-term design and development of product support strategies.
Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
End to end telematics support for sensor to screen initiatives while driving resolution and quality to Cat Digital users
Issue investigation; statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.
Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
Analyze and develop training or customer self-service opportunities, based on new products or applications, data quality issues, reliability, serviceability, and customer issues.
Conduct field follow programs to evaluate overall customer acceptance of new digital products and applications.
Conduct Serviceability Audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
Reduce the warranty cost, churn rate and customer impact of digital product and application issues; initiate, develop and cost justify field rework and product support programs.
Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
Acts as a technical liaison between Caterpillar, dealers, customers, and suppliers to provide technical product support.
Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits.
Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
The most challenging and important part of this job is dealing with sensitive issues, developing others, persuading others inside and outside the department to take specific actions and working through the product problem process involving the identification and coordination of the recommended changes through the problem resolution system.
QualificationsBasic Qualifications:
Position requires a four year degree from an accredited college or university
Five plus years of experience in application digital, telematics, API (Application Program Interface) or other related digital technologies.
Three plus years of experience in developing telematics
Top Candidates Will Also Have:
Experience with Caterpillar products, technology or applications experience, or equivalent military or industry experience.
Good engineering background, knowledge of competitive machines, service tooling, repair practices, product user practices, dealer service capabilities, parts merchandising practices and a high level of Caterpillar digital products or application knowledge.
Effective communications skills, credibility, persuasiveness and high stress tolerance are required.
Familiar with company policies and procedures with a strong department background.
Previous NPI or CPI Telematics experience
Caterpillar is not currently hiring individuals for this positionwho now or in the future require sponsorship for employment visa status;however, as a global company, Caterpillar offers many job opportunities outsideof the U.S. which can be found through our employment website at www.caterpillar.com/careers .Job Information TechnologyPrimary Location United States-Illinois-PeoriaUnposting Date: Mar 1, 2020, 11:59:00 PMRelocation assistance is not available for this position.Req ID: 2000012G
Vacancy caducado!