Field Follow Engineer

at  Caterpillar

SKILL DESCRIPTORS:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Level Extensive Experience:

• Facilitates creation of the ‘right’ products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.Communicates and models the criticality of customer focus as an organizational strategy.

• Data Gathering & Analysis : Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

Level Working Knowledge:

• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization’s data based on requirements
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

Service Excellence : Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Level Extensive Experience:

• Anticipates customers’ needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of ‘Moments of Truth’ to customer service.

• Participates in developing a variety of effective ways to deal with difficult customers.Recovers from a service failure in a way that enhances customer’s esteem of the organization.

• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Level Working Knowledge:

• Explains the requirements, deliverables, costs, and criticalities of the assignment.
• Participates in developing consulting opportunities or assignments.
• Uses formal and informal means to keep client informed on progress and issues
• Carries out the agreed-upon consulting assignment in a professional manner.
• Documents client’s objectives and project scope.

Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Level Extensive Experience:

• Reviews others’ writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:

• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.

• Differentiates the roles and responsibilities in a business relationship.Works with clients to address critical issues and resolve major problems.

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Extensive Experience:

• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

This employer is not currently hiring foreign national applicants for this position that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

Basic Qualifications:

• Bachelor’s degree and 3 years of relevant engineering or product support experience OR Associated degree and 5 years of relevant experience OR 8 years of relevant experience.
• Excellent analytical skills and the ability to perform complex assignments
• Self-starter with strong technical skills and good judgment
• Demonstrated superior communication skills including listening, writing, preparing, and delivering presentations to high-level company managers, dealers and customers
• Demonstrated mechanical aptitude and experience working on mechanical product

• Travel to commission, troubleshoot, and monitor engines built as early learner, prototype, pilot, or field test units being operated as part of a New Product Introduction (NPI) program
• Write detailed trip reports with documentation on findings from each trip to the field
• Complete inspections of NPI parts and products in coordination with Platform Engineering, NPI Management Team, and NPI Field Follow Coordinator
• Manage Cat Dealer technicians in completing tasks related to Field Follow assets
• Document issues in Pre Production Reliability Database (PPRD) and create NPI Issues as needed, participate in issue review meetings to support NPI issue creation
• Arrange for return of test parts and/or equipment from field follow units
• Communicate issues, resolutions, and requirements to Dealer and Customer
• Install telematics equipment and assist in troubleshooting related problems
• Assist NPI FF coordinators in writing and marking up service publications for diesel and gas engines

Basic Qualifications:

• Bachelor’s degree and 3 years of relevant engineering or product support experience OR Associated degree and 5 years of relevant experience OR 8 years of relevant experience.
• Excellent analytical skills and the ability to perform complex assignments
• Self-starter with strong technical skills and good judgment
• Demonstrated superior communication skills including listening, writing, preparing, and delivering presentations to high-level company managers, dealers and customers
• Demonstrated mechanical aptitude and experience working on mechanical products