Service Information Specialist

Job Summary:

As a Service Information Developer at Caterpillar, you will develop, validate, and electronically author Service Information for delivery via the Service Information System (SIS) and SIS 2.0 to dealers and customers worldwide.

Additional Information :

• This position is located in Peoria, IL.

• Must be able to travel up to 10% (includes some international travel)

What You Will Do:

• Produce Disassembly and assembly information that has a positive impact on safety, efficiency, and profitability of dealer service operations

• Utilize the Caterpillar Authoring (ACM) system to develop and electronically author a variety of Service Information types used to service Caterpillar equipment

• Perform and document the disassembly and assembly of Caterpillar equipment

• Comply with all safety and contamination control processes used in the Caterpillar Mechanical Lab

• Conduct complex research of engineering information and product service requirements in a timely and accurate manner

• Contact Product Design/Support Engineers and use of a variety of corporate systems and resources

• Collaborate with product groups to ensure accurate Service Information for each NPI program

• Photograph equipment and or create graphics using 3D models for Service Information

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.
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.
Level Basic Understanding:
• Describes alternative data-gathering techniques and tools.
• Documents basic data-gathering methodologies.
• Identifies the purposes of data gathering and analysis.
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.
Level Basic Understanding:
• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
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.
Level Basic Understanding:
• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.
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.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Basic Understanding:
• Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
• Describes the nature of a productive business relationship.
• Explains the benefits of building business partnerships.
 

What You Have:

• Associates Degree or higher AND at least 3 years of experience servicing/repairing heavy equipment OR at least 5 years of experience servicing/repairing heavy equipment will be accepted in lieu of a degree

Top Candidates Will Also Have:

• Experience repairing/servicing Caterpillar machines or products

• Team lead and/or mentoring experience

• Caterpillar Think Big/Bigger graduate

• Bachelor’s degree or higher

• Caterpillar authoring (ACM) experience

• Teamcenter Visualization / Creo / Pro-Engineer experience

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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 www.Caterpillar.com/careers .

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