07/05/2019
Job Opening as Technical Help Desk 3 at Tucson, AZ
Job Description:
Monitor the overall performance of products to reduce warranty costs and to meet needs of customers worldwide.
Identify problems, investigate causes and establish priorities for resolution.
Define problems in terms of observed symptoms, research available data, define applications and conditions encountered, identify root cause, work with dealers and technical staff to identify information needed, issue PIR (Product Improvement Request), develop plans to fix problem including validation, and publish corrective action.
Identify tests that need to be completed, data to be obtained and analyzed for course of action.
Monitor results after change.
Initiate action for product improvement through PIP/PSP warranty program preparation to address commercial/business impact of field problems.
Initiate preparation and distribution of technical publications to identify problems, communicate resolutions, and announce product improvements.
Resolution of commitments; issuance of a CPI (Continuous Product Improvement) to formally document problems and provide follow-up on the resolution process through the plant problem lists
Issue Parts Stock Authorization letters to meet abnormal demands due to new field problems.
Participate as a NPI core team member and have ownership of all NPI Product Support deliverables (Publications, Tooling, Training, Parts)
Provide input to NPI (New Product Introduction) team to set serviceability, reliability and durability goals and pilot test program.
Identify number of pilot machines needed, dealer placement, rework needed at conclusion of pilot and assess ready to ship.
Manage field follow machines by providing direction to field follow engineers, collaborate with participating dealers, and own the PPRD (Pre-Production Reliability Database) and MyNPI list.
Provide technical product support to dealer personnel, subsidiary service groups, marketing units, design engineers, technical information division, test and evaluation, etc.
Support marketing units with technical guidance to manage customer problems with product deficiencies.
Support design engineer activity; identify market needs to be considered in new/changes to product.
Provide counsel to subsidiary plant service engineering/product quality on product problem maintenance.
Provide technical product support to MPC dealers, Corporate Account Managers, Subsidiary Service Groups, Warranty Technicians, Sales Development, Product Support Development, Test & Evaluation, Research, Service Training, etc.
Respond to dealer/customer and other Caterpillar employee questions regarding product performance.
Conduct dealer and customer visits to personally provide technical assistance on urgent field problems and for follow up purposes.
Maintain communications on the level necessary for multi plant involvement on a worldwide basis.
Interested person send their resumes on [email protected] or else call us on 732 348 5146. Hurry up as position gets closed soon.