JOB PURPOSE: To serve as the first point of contact for Caterpillar dealer technical communicators requiring assistance with product problem health management (for all Caterpillar Products). The DSE–3 provides the dealer with interim and permanent repair information to restore product functionality. Position will accomplish:
•The initial “triage” on product health events (includes the receiving and recording of Incident Reports to Caterpillar)
•Records event information for future reference and for CPI data mining
•Investigates documented information
•Manages dealer inquiry to closure
The DSE-3 has additional job responsibilities such as password support, mentoring of DSE-1 and DSE-2s, and other DSN related job functions. The DSE-3 is also expected to have involvement with additional projects which may include participation on 6 Sigma / CPI projects, Dealer Training, Tier 1 / Tier 2 onboard training, interfacing with product groups / Dealers, etc. The DSE-3 is expected to handle these additional responsibilities while maintaining a proficiency in handling Service Requests.
JOB RELATED STATISTICS: The DSE-3 is part of a team that handles approximately 70,000 dealer service requests per year. This team and individual are measured on resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) from the Dealer Solution Network (DSN). Average expected volume is between 240 - 260 SR/month, with a DSE-3 resolution rate of a minimum of 35% and an average quality rating response of 90 – 95% satisfied from the Dealer Surveys.
JOB DUTIES: The DSE-3 receives SR from dealer inquires related to product health issues. They will manage the SR to resolution with the duties to include:
•Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
•Investigating SR and document into DSN system (i.e. CPI Event Logger, SISWeb, TMI, and Rastar).
•Assigning Caterpillar priority to Service Request
•Escalating the inquiry when needed to subject matter experts
•Facilitates problem resolution between Dealer and internal Caterpillar personnel
•Reopening and/or reviewing issues with dealers as appropriate
•Properly interprets and provides input to improve adherence to DSN Best Practices (Guidelines)
•Leadership responsibilities for others in work group – will assist others when necessary.
•Assist Team Lead in developing others within the group, including training of new Tier 1.
BACKGROUND/EXPERIENCE:
This position requires a detail-oriented person with a strong mechanical / product knowledge and / or an Engineering degree - this could include an accredited engineering or related degree. The DSE-3 also requires 5+ years of product support related experience or equivalent. Additionally, the incumbent will demonstrate excellence in:
•Knowledge of Caterpillar product line and related products
•Understanding of the dealer product support network
•A sense of urgency to resolve product health issues
•Written and oral communications skills with Dealer and Caterpillar personnel (Fluent in English)
•Applied Failure Analysis
•Navigating key Caterpillar product support systems
•Will provide assistance to entry level DSE's on difficult Service Requests
Caterpillar is an Equal Opportunity Employer (EEO).
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