Service Information Developer 1-1

At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive.

Global Rental, Service & Marketing (GRSM) is a part of the Services, Distribution & Digital (SD&D) segment. GRSM is comprised of Global Rental & Used Equipment Services, Global Service and Global Marketing & Brand. A primary role of GRSM is to support and enhance Caterpillar’s dealer network, which is a competitive strength and the critical way in which we serve our customers.

Caterpillar is looking for a Service Information Developer to develop and electronically author Service Information for delivery via the Service Information System 2.0 (SIS2.0) to dealers and customers worldwide.  This position is the first of a career progression that requires increasing authoring and product servicing skills.

Service Information Developer 1 positions will utilize the Advanced Content Management (ACM) Authoring System to develop and electronically author a variety of Service Information types used to operate, maintain and repair Caterpillar equipment.  This information is based on complex research of product service requirements and must be completed in a timely, accurate manner.  SIS2.0 is an XML (ISO standard) based proprietary system that provides data intelligence by means of tagging content and structure that enables documents to be published electronically in the format specified by the service engineer.

The Service Information engineering process begins when NPI information appears in the Engineering Data System and continues with design change through the product life cycle. The Service Information Developer 1 provides information to the Information Integrator to support the development of Service Information Document Templates. Project Leaders assign work to Service Information Developer 1's. Service Information Developer 1s must determine if information elements (IEs) can be reused as-is, if they need revision, or if new IEs need to be created. Research is completed by contacting Product Design/Support Engineers and through the use of a variety of corporate systems and resources. 

Responsibilities Include but may not be limited to:

• Engineering drawing research and 3D model research

• Hydraulic and electrical schematic research

• Graphic creation for illustration purposes

• XML tagging for web delivery

Skill Descriptors:

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 Working Knowledge:
• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.

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.
Level Basic Understanding:
• Describes non-verbal behaviors that influence the interpretation of the message.
• Cites examples of effective and ineffective communications.

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.
Level Basic Understanding:
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Basic Understanding:
• Uses a structured approach in analyzing and resolving technical problems.
• Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.

Basic Qualifications:

• Associate degree or higher

• Previous experience blueprint reading

• Must up be able to travel up to 10%

Top Candidates Will Also Have:

• Hydraulic and electrical schematic knowledge or experience

• Pro-E, CREO, SolidWorks, Vis MockUp Modelling knowledge

• Experience within the Service Information Department with technical writing skills, or hands-on iron mechanical skills will be considered

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

#LI

#BI