Quality/Test Engineer

job summary:
To serve as the first point of contact for client's dealer technical communicators requiring assistance with product problem health management. The DSE-2 provides the dealer with interim and permanent repair information to restore product functionality.

Position will accomplish:

The initial triage on product health events (includes the receiving and recording of Incident Reports).

Records event information for future reference and for CPI data mining Investigates documented information

Manages dealer inquiry to closure.

 
location: Peoria, Illinois
job type: Contract
salary: $30.00 - 33.25 per hour
work hours: 8am to 5pm
education: Bachelors

responsibilities:
- Collaborate with product group support teams and escalate as needed to

ensure quality resolutions are provided in a timely manner

- Facilitate problem resolution between Dealer and internal client

personnel

- The initial "triage" on product health events (includes the receiving and

recording of Incident Reports to the client)

- 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)

(Required)

- 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 Caterpillar 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.

Soft Skills (Required)

- Written and oral communications skills with Dealer and Caterpillar

personnel (Fluent in English)

- Strong interpersonal skills with the ability to influence and motivate

others

- 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.

- - Describes problem reporting and escalation practices.

- - Utilizes accepted procedures for problem analysis and resolution.

- - Identifies key aspects of problem-solving techniques used in own area.

- 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.

- - Provides a quality of service that customers describe as excellent.

- - Resolves common customer problems.

- Good understanding of applied failure analysis

- Proficient in reading and understanding technical prints and engineering

specifications

- Language skills: English

qualifications:
Education & Experience Required:

- This position requires a detail-oriented person with a strong mechanical /

product knowledge and / or an Engineering degree - this could include

an accredited engineering or related degree. Hands-on machine

experience would be the best candidate.

- 2-4 years of product support related experience or equivalent.

- Additionally, the incumbent will have demonstrated proficiency in:

Caterpillar product line and related products

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on randstadusa.com.


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.