Technical Support Engineer (Gas TC)

Overview

Resolve and improve Caterpillar gas engine product issues, supporting customers and field programs.

Key Responsibilities

• supplier liaison
• issue reporting
• on-site support
• technical support
• network coaching
• problem resolution

Tasks

-Work closely with Suppliers to improve product reliability & warranty expense. Monthly review with Caterpillar technical reps & service engineers demonstrating the output from the meeting (DPPM). Proactive approach via service letter, PIQ & field follow programmes. 20% -Produce monthly top five issues report to Service Technical Supervisor. -On-site critical customer / product problem assistance. Co-ordinate and assist service operations with on-site support to reduce customer & business impact including failure analysis & fire/incident investigation.15% -Provide information and Technical Support to Engineers to enable the first-time fix. -Develop & maintain relationships with the service delivery network. Visibility within the service operations e.g. engineer tool box talks. Proactive communication of technical information via engineer forum. Provide coaching and mentoring for the technical network.15% -Identify & co-ordinate product problem resolution. Maintain product problem, risk, resolution & status report in Dealer product problem management system (DPPM) via DSN. 50%

Requirements

• caterpillar
• microsoft office
• 6-sigma
• engineering apprenticeship
• customer service
• analytical

What You Bring

-PIQ DSN completion rate within predetermined time lines. -PPM data accuracy. Safety & Priority PIP completion metrics. -7-10 years’ experience of working with Caterpillar products -Customer Service skills -Proficient with Microsoft business systems (Word, Excel, PowerPoint, Access, Outlook) -Experience of Caterpillar business structure and systems -Fully conversant with Caterpillar & Finning computer systems including, but not limited to: Service Information System, Electronic Technician, Dealer Business System, Service Information Management System, Continuous Product Improvement, Dealer Solutions Network, Dealer Product Support Search, CAT Product Information System, Finning Product Problem Management, Dealer.cat.com -Attention to Process -Product problem resolution in order to prohibit potential exposure of what could be up to £500k, worst case scenario. -Good interpersonal skills -Experience of Caterpillar warranty procedures and reporting systems -Analytical skills -Engineering Apprenticeship plus 5-10 years of general engineering experience -6-sigma green belt accredited

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Benefits

-A competitive salary -Service response time. -Laptop and phone -The additional benefits attached to this role include a generous reward scheme, up to 7% pension, life insurance, access to the company a share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio) -25 days annual leave + bank holidays (purchase additional 5 days holiday) -Annual Bonus -You will benefit from enhanced maternity and paternity packages, family-friendly policies to support working parents, enhanced flexible working options, support from a team of 40+ Mental Health first aiders, employee wellbeing solutions, the opportunity to support your charity of choice via “Give As You Earn”, and length of service & recognition awards.

About Finning

-has a rich history rooted in providing essential equipment and services to industries like construction, mining, and energy. -operates in key global markets including Canada, South America, and the UK. -specializes in providing solutions for heavy industries, delivering construction, mining, and energy services across vast sectors. -plays a crucial role in powering large-scale infrastructure projects and driving resource development. -offers parts, maintenance, and innovative technological solutions to clients worldwide. -has supported some of the largest and most ambitious projects globally. -has made significant strides in advancing digital technologies and remote monitoring solutions to enhance equipment performance and customer satisfaction.

Sector Specialisms