Customer Services Consultant

Career Area:

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 Caterpillar Medium Speed Engines

For decades, Caterpillar and MaK has been a manufacturer of premium medium-speed marine, oil & gas and electric power engines and generator sets. Worldwide, our engines are in operation for customers who rely on their reliability. The Caterpillar and MaK product line features marine diesel, gas and dual fuel engines used in a wide variety of marine, oil & gas and electric power applications. Caterpillar and MaK offers exceptionally engineered and innovative products, components, and services. The engines also provide unparalleled “anytime, anywhere” product support to ensure confidence and peace of mind for customers by ensuring maximum uptime and productivity. And with our worldwide dealer network with in-house stock of spare parts, we guarantee a fast service and a high availability for our customers. Moreover, our after-sales service offers not only high-quality spare parts, but also a wide range of retrofit options to help our customers make their business more efficient and prepare for a sustainable future.

Job Description:

Following the new Medium-Speed Engines (MSE) strategy there is an exciting opportunity for a Customer Services Consultant to join the MaK Americas team. As a Customer Services Consultant, the employee is responsible for providing technical service (installation, commissioning, maintenance and servicing) in conjunction with field service representatives and dealers and performs InSitu machining activities. S/he is also responsible for analyzing, tracking, troubleshooting and collaborating with the respective functional department in identifying, resolving engine and related issues.

Job Responsibilities and duties may include but not limited to:

• Support Caterpillar Motoren (CM) product customer by direct contact and / or through the network of CM parts and service distributors

• Provides hands on field support during the mechanical commissioning of CM product and BOP (balance of Plant) equipment

• Provide field expertise and executes InSitu machining including other engine related service tasks

• Prepares well documented technical reports of commissioning and other field services related activities.

• Takes responsibility for coordinating the day-to-day field service activities between dealers, field personnel, suppliers and other departments in a function as supervisor

• Provides assistance to resolve engine mechanical and electronic components issues by advising about action to be taken, providing technical assistance to CAT Motoren parts and service providers and expediting repair work

• Organization and execution of repairs, overhauls and major repairs of all types of MaK engines in co-operation with technical inspection, yard, classification representatives, subcontractors or dealers in a function as supervisor

• Ascertainment and judgement of damages (i.e., major engine damage)

• Troubleshooting of engine controls, mechanic, hydraulic, pneumatic, electric and electronic (MACS and aMACS)

• If no travel activities take place, workshop work must be carried out with regard to overhaul, assembly of engine components, InSitu development and other service-related tasks

• If necessary, material tests by NDT (Non-Destructive Testing) to be carried out

• Successful continuous participation in service-related training to expand develop existing know how

• Special service-related tasks according to the team management Work with and guide customers with advance planning of scheduled maintenance and overhauling to ensure that the customer understands and is aware of MaK maintenance and overhauling guidelines and requirements. Utilize service exchange programs.

What You Have – Skills, Knowledge, & Experiences:

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.

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.

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.

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.

Decision Making and Critical Thinking : Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

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.

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.

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

Top Candidates Will Also Have:

• Industrial or engine mechanic or mechatronics

• Caterpillar Motoren / MaK or comparable engines, product and service knowledge/experience

• In Situ Machining experience or willing to learn, such as crank shaft grinding, block repairs, etc

• Nondestructive testing experience (Dye penetrant and MPI) or willing to learn

• Good internal and external verbal and written communication

• Worldwide travel up to  70-80%

• High degree of self-organization

• Minimum 2 - 4 years’ service experience at large Diesel-, Gas or DF-Engines

• Additional qualification as an electrician (for specified activities) required, which can also be completed in a training course if not available

• Good knowledge of Microsoft Office (Teams, Excel, Word, etc.)

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just a salary. Because we value your performance, we offer a total rewards package that provides day-one benefits, including but not limited to:

• Competitive salary and annual bonus program

• Medical, dental, and vision coverage​

• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)​

• Company-matched 401(k) plan

• Health savings account (HSA)​

• Flexible spending accounts (FSAs)​

• Short and long-term disability coverage​

• Life Insurance​

• Paid parental leave​

• Healthy Lifestyle Programs​

• Employee Assistance Programs​

• Voluntary Benefits (Ex. Accident, Identity Theft Protection)

Relocation is not offered for this role. Position is located onsite in Miramar, FL.

This employer is not currently hiring foreign national applicants 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 .

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

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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