Parts Technical Support Analyst Job in Caterpillar

Job Description

Description

JOB PURPOSE: To serve asthe first point of contact for Caterpillar Dealers & internal Cat personnelrequiring assistance with product management (for all CaterpillarProducts). TheDSE-1 provides thedealer/customer with interim and permanent repair information to restoreproduct functionality. Positionwill accomplish:

The initial triage_x009d_ on Service Requests

Investigates documented information

Manages dealer inquiry to closure

The DSE-1s main responsibility is to process ServiceRequests from the Dealer/Customer utilizing Phone & Electronic channels.

JOB RELATED STATISTICS: The DSE-1 ispart of a team that handles approximately 165,000 dealer service requests peryear. The team and individual are measured on Tier 1 resolution, response time(urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) submittedto the Global Dealer Solution Network (GDSN).

JOB DUTIES: TheDSE-1 receives Service Requests from dealer inquires related to product health/systemtech, reuse & salvage, or parts identification issues. They will manage the SR to resolution withthe duties to include:

• Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
• Investigating SR and document into PSCRM
• Assigning Caterpillar priority to Service Request

Escalating the inquiry when needed to subject matterexperts

Facilitates problem resolution between Dealer andinternal Caterpillar personnel

• Reopening and/or reviewing issues with dealers as appropriate
• Adherence to GDSN Best Practices (Guidelines)

Any additional job duties requested by management

Qualifications

BACKGROUND/EXPERIENCE:

Desired / Required Skills:

This position requires adetail-oriented personwith a strong mechanical/technology aptitude/productknowledge and / or an Engineering background this could include an accreditedengineering or related degree.Additionally, the incumbent will have:

• Familiarity with Engineering Drawings
• Strong Mechanical Aptitude
• Navigating key Caterpillar product support systems
• A general knowledge of Caterpillar product line and related products
• A good understanding of the Dealer Support Network
• A sense of urgency to resolve Dealer/Customer issues
• Excellent written and oral communication skills. (Fluent in English)

Desired skills include a familiarity of Engineering Drawings andproficiency in navigatingkey Caterpillar product support systems.