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.
About EPD
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!
Role Definition
Caterpillar's Electric Power Customer Services Consultants are responsible for identifying, evaluating, documenting, communicating, and correcting specific engineering and workmanship deficiencies across products within their division.
They serve as the first line of support, providing coordination of services, resolving problems, analyzing technical data and offering recommendations related to selected products and services. This role plays a critical part in ensuring product quality and customer satisfaction by bridging field insights with internal engineering and manufacturing teams.
What You Will Do
Address minor coverage issues and customer complaints, ensuring clear documentation of all communications.
Respond to inbound service inquiries, perform health analysis and troubleshooting, and redirect as needed.
Identify technical issues and determine appropriate resolution paths.
Provide dealer support via the Dealer Solution Network, including CPI issue resolution and project support.
Publish service literature and conduct failure analysis to support dealer commissioning and field troubleshooting.
Inspect returned parts for warranty claims and advise service engineers and dealer personnel.
Communicate field failure data to Engineering, Quality, and Manufacturing to drive product improvements.
Prepare Technical Information Bulletins and contribute to Field Rework Programs.
Assist in developing product literature, tooling, diagnostics, and training materials.
Monitor safety reports and initiate rework campaigns to mitigate liability and warranty costs.
Maintain strong relationships with dealers and internal teams across departments.
What You Will Have
Problem Solving: Extensive knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
Ensures capture of lessons to be learned from a problem-solving effort.
Organizes potential problem solvers and leads problem resolution efforts.
Uses varying problem-solving approaches and techniques as appropriate.
Contributes to standard practices for problem-solving approaches, tools, and processes.
Analyzes and synthesizes information and devises alternative resolution strategies.
Develops successful resolutions to critical or wide-impact problems.
Relationship Management: Working knowledge of relationship management techniques.
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.
Service Excellence: Extensive knowledge of customer service concepts and techniques.
Anticipates customers' needs and satisfies them proactively.
Resolves complex customer complaints or problems.
Teaches others how to deliver excellent customer service in a variety of settings.
Applies the concept of 'Moments of Truth' to customer service.
Participates in developing a variety of effective ways to deal with difficult customers.
Recovers from a service failure in a way that enhances customer's esteem of the organization.
Data Gathering & Analysis: Working knowledge of data gathering and analysis tools, techniques, and processes.
Follows proper data gathering and analysis processes and policies.
Reports problems that arise in the data collection process.
Participates in gathering and analyzing an organization's data based on requirements.
Documents data from various sources and in various formats.
Utilizes basic data collection and evaluation tools and techniques.
Decision Making and Critical Thinking: Working knowledge of the decision-making process and associated tools and techniques.
Applies an assigned technique for critical thinking in a decision-making process.
Identifies, obtains, and organizes relevant data and ideas.
Participates in documenting data, ideas, players, stakeholders, and processes.
Recognizes, clarifies, and prioritizes concerns.
Assists in assessing risks, benefits and consideration of alternatives.
Customer Focus: Extensive 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.
Facilitates creation of the 'right' products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.
What Will Put You Ahead
Bachelor's degree or equivalent professional experience.
Minimum of 2 years' experience in a Customer Services Analyst role.
Valid and applicable Technician Certification.
Green Belt training completed.
CPI Master qualification achieved.
Additional Information
Relocation is NOT available for this position.
Visa sponsorship is NOT available for this position.
Travel 25% - 50% of the time.
This position requires the candidate to work a 5-day-a-week schedule in the office.? Business needs may require weekend scheduling.
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Summary Pay Range:
$110,520.00 - $165,840.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
These benefits also apply to part-time employees
Posting Dates:
October 29, 2025 - November 12, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
