Product Service Engineer

About this position Cintal is a forward-thinking global technology company that develops and provides cutting-edge products and services to various industries such as heavy equipment, industrial, defense, agriculture, and medical. With our dedicated team of experienced technical professionals, Cintal aims to add value for its customers by leveraging advanced technologies to reduce product costs, shorten design and development lead times, and accelerate the introduction of high-quality products to the market. BENEFITS 10 paid holidays per year 2 weeks of paid time off per year, the current year is pro-rated based on start date Access to the company’s medical insurance, including dental and vision Eligibility for life insurance and disability coverage for short or long-term disabilities or long- term care needs 401 (k) eligibility with employer contribution annually Reimbursement for relocation expenses up to a certain amount on a case-by-case basis Yearly bonus based on company performance Visa sponsorship JOB DESCRIPTION/TYPICAL TASK BREAKDOWN Collaborate with product group support teams and elevate as needed to ensure quality resolutions are provided in a timely manner Facilitate problem resolution between Dealer and internal Caterpillar personnel The initial “triage” on product health events (includes the receiving and recording of Incident Reports) Record event information for future reference and for CPI data mining Ensure that relevant details of the SR are properly documented, (i.e. S/N, dealer details, product problem description, escalation, resolution) Investigate documented information and manage dealer inquiry to closure Reopen and/or review issues with dealers as appropriate Adhere to DSN Best Practices (Guidelines) DUTIES & RESPONSIBILITIES The Dealer Solutions Network (DSN) service team, within Global Service, is the first point of contact when our dealers are faced with product issues. We are responsible for providing timely product support directly to our dealers to put products back into service. When you join the Dealer Solutions Network service team, you will be joining a team dedicated to providing world class product support for our dealers and customers. As a Product Service Specialist, you will work directly with dealers and product groups to provide quality interim and permanent resolutions to complex product health issues on all products. The Product Service Specialist is part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN). EDUCATION & EXPERIENCE Minimum 2-4 years of experience Bachelors or Associates degree Master's degree is overqualified REQUIRED TECHNICAL SKILLS Strong mechanical / product knowledge. Hands on machine experience Understanding of the dealer product support network A sense of urgency to resolve product health issues Applied Failure Analysis Navigating key product support systems Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues. Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence. Helps others solve technical or procedural problems or issues. We are committed to building a diverse, inclusive, and global team. Candidates must be authorized to work in the United States. We are pleased to offer visa sponsorship for eligible and qualified individuals. Cintal provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunities apply to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. The pay range for this role is: 60,000 - 70,000 USD per year (Peoria, IL) #J-18808-Ljbffr