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Caterpillar Inc. · 1 week ago

Service Information Specialist

Peoria, IL

Full-time

Onsite

Mid, Senior Level

$80K/yr - $120K/yr

5+ years exp

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment. As a Service Information Specialist, you will develop and author service information that is essential for Caterpillar's dealers and customers, ensuring accuracy and compliance with safety standards.

ConstructionMachinery ManufacturingManufacturingMechanical Engineering

No H1B

Responsibilities

Perform and document the disassembly and assembly of Caterpillar equipment

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

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

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

Creates, validates, and revises technical service information and/or data in support of new product introduction, continuous process improvement, and revision timelines. Manages and acts on dealer feedback

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

Qualification

Caterpillar authoring (ACM)Repairing Caterpillar machinesData gathering & analysisTechnical excellenceEffective communicationsService excellenceConsultingRelationship managementTeam lead experienceTeamcenter VisualizationCreoPro-EngineerCustomer focusProblem solving

Required

Education Requirement: Associates Degree or higher OR at least 5 years of experience servicing/repairing heavy equipment will be accepted in lieu of a degree

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

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

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges