Field Engineering Manager (Electric Power) at Caterpillar in Lafayette, Indiana

Job Description:

Career Area:
Product Support
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.

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 centers, 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. Join our team to help build a better, more sustainable world for future generations!

Job Summary:

The Electric Power Division has an opening for a Field Engineering Manager on the Customer Service team. This position will support complex technical product problem resolution with Caterpillar Dealers to ensure customers receive the product performance, reliability, durability and availability expected as part of the Cat brand promise. The incumbent will provide leadership and on-site commissioning support for the full range of diesel and gas electric power product and systems including generators, controls, cooling systems, enclosures and balance of plant. Will provide guidance through the commissioning process and develop dealer best practices as well as lead issue investigation, root cause analysis and develop and implement corrective actions.

What You Will Do:

• Assign Field Service personnel to client accounts in order to maintain customer satisfaction and efficiently utilize resources; ensuring skill sets meet the needs of the client organization
  
• Establish guidelines and define standards for on-site technical support
  
• Track service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently
  
• Measure dealer performance and support developing improvement action plans and gap resolution initiatives to support parts & service operational excellence
  
• Make regular visits to customer sites to provide technical support, troubleshooting and complex issue resolution for Electric Power product and systems. This can include performing site testing, troubleshooting and validation of product improvements.
  
• Train and assist Caterpillar dealer personnel and others in resolving complex commissioning issues
  
• Enhance communication between Caterpillar, dealer, customer and contractors. Attend customer and site meetings as required to keep customers and stakeholders informed.
  
• Analyze complex system issues and present recommendations and solutions to stakeholders including writing technical reports/papers as required.
  
• Assist dealer personnel with interim and permanent corrective action development and implementation.
  
• Determine the scope of existing product concerns, analyze the issues and as required recommend and support launch of Continuous Product Improvement (CPI) projects to effect product and process improvements.
  
• Provide leadership, deep technical expertise and on-site support to CPI projects. This will include development and execution of interim and permanent corrective actions as part of a wider team including engineering, manufacturing, quality, suppliers and commercial teams.
  

What You Will Have:
Industry Knowledge: Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations.

Level Working Knowledge:

• Discusses industry-specific flagship products and services.

• Demonstrates current knowledge of the regulatory environment for industry segment.

• Currently works with a major industry segment and associated functions and features.

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:

• 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

Technical Excellence: Knowledge of electric power generation systems and applications, ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:
• Advises others on the assessment and provision of all technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

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

Level Extensive Experience:

• Communicates to clients regarding expectations of all parties

• Conducts periodic reviews of work effort, progress, issues and successes

• Maintains productive, long-term relationships with clients or vendors

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 Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.



Additional Information

• Relocation assistance is available
  
• Sponsorship is not available
  
• This position can be located in either Griffin, GA, Dallas, TX or Lafayette, IN and offers a flexible work environment
  
• Travel up to 60%-80%
  

Posting Dates:
July 24, 2024 - August 7, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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