Service Information Specialist
Caterpillar

Career Area:
Product Support
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.

Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America.

We're committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We're exploring new ideas and opportunities - innovating to discover the breakthroughs necessary for tomorrow's growth.

Through it all, we are one team - creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience .

Job Summary: As a Service Information Specialist at Caterpillar, you will develop and electronically author service information for delivery via SIS 2.0 to dealers and customers worldwide. This technical authoring role will also be responsible for all procurement related activities for the Mechanical Lab and the broader Global Service team when needed.

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.
  
• 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.
  
• Collaborate with product groups to ensure accurate service information for each NPI program
  
• Utilizes interfaces for different delivery media; integrates text, graphics, and hyperlinks as needed.
  
• Ensures all service information and/or data is created accurately, participates in process improvement efforts, and follows information standards.
  
• Manage all procurement related activities for LC and Tucson Mechanical Labs.
  
• Perform ordering/invoicing/quoting for both capital and expense orders utilizing Morton systems and Next Gen.
  
• Facilitate supplier service contracts.
  
• Document, track, and maintain LC tool and asset inventory.
  

Additional Information :

• This position is at Peoria LC Building and is required to be in person to effectively support the organization.
  

What You Have:
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.
• 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.
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.
• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
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.
• 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.
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
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.

What Will Set You Apart:

• Technical writing and service information experience.
  
• Caterpillar procurement and invoicing experience.
  
• Morton Logistics Systems/EDS experience.
  
• Strong organization and time management skills.
  
• Experience with Caterpillar machines and components.
  
• Caterpillar authoring (ACM) experience.
  
• PRWB experience and strong print reading skills.
  
• Team lead and/or mentoring experience.
  
• Experience with Validation Manager
  

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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Posting Dates:
May 14, 2024 - May 21, 2024
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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