職責(zé)描述：
JOB PURPOSE: This position serves as a subject matter expert providing troubleshooting assistance on C0.5-C18 engine systems for Caterpillar dealer technical communicators. The incumbent serves as liaison among dealers and Caterpillar personnel. Has expert knowledge of the company’s processes, systems and methodologies. Performs complex analysis work, identifies and resolves problems that are complex in nature.

JOB RELATED STATISTICS:
?Respond to Immediate High Financial Impact inquiries within 4 hours
?Respond to High priority inquiries within 24 Hours
?Respond to Medium priority inquiries within 48 Hours
?Respond to Low priority inquiries within 72 Hours
?Respond to Product/Informational inquiries within 120 Hours

GENERAL NATURE AND MAJOR ACCOUNTABILITIES: Receives dealer inquiries via Phone, E-mail, Event Logger, standardized product problem forms - CPI Web template inquires, Fax, reports, etc.
?Utilizes the PSCRM system to populate service request tickets with the relevant product event data/information (dealer, customer product application, product problem description, application, most likely root cause, incident reports, repair information, escalation, resolution).
?Divided inquiries into 3 categories: Safety and product down, product health with no documented repair action, and informational.
?Search and investigate Caterpillar systems for validated information on known potential product problems, technical inquires, etc.
?Utilizes the following systems: CPI Google Search, CDIM, CPI Event Logger (Siebel/CPI Notes), SISWeb, SIMS, TMI, PIS, RWA, EDS, Rastar, REDI, etc
?Communicate emerging issues to Service Engineers for CPI issue creation as appropriate.
任職要求：
BACKGROUND / EXPERIENCE REQUIREMENTS:
Working knowledge of the physical design and functiona characteristics of diesel engines and aftertreatment systems.
?Previous dealer/customer support experience.
?Strong people skills. Excellent communication and leadership skills.
?
Experience:
?Candidate must have a BS in Electrical, Agricultural, or Mechanical Engineering or 5+ years product support experience.
?Knowledge of the CPI process and product support and warranty systems/tools

卡特彼勒是世界上最大的土方工程機(jī)械、建筑機(jī)械和礦用設(shè)備的生產(chǎn)商，也是全世界柴油機(jī)、天然氣發(fā)動(dòng)機(jī)、工業(yè)用燃?xì)廨啓C(jī)以及柴電混合動(dòng)力機(jī)組的主要供應(yīng)商。

為了加大投資力度和發(fā)展業(yè)務(wù)，卡特彼勒（中國(guó)）投資有限公司于 1996 年在北京成立。今天，卡特彼勒在中國(guó)投資建立了29家生產(chǎn)工廠，制造液壓挖掘機(jī)、壓實(shí)機(jī)、柴油發(fā)動(dòng)機(jī)、履帶行走裝置、鑄件、動(dòng)力平地機(jī)、履帶式推土機(jī)、輪式裝載機(jī)、再制造的工程機(jī)械零部件以及電力發(fā)電機(jī)組。
卡特彼勒（中國(guó)）投資有限公司已在中國(guó)建立了辦事處，培訓(xùn)和產(chǎn)品服務(wù)中心，為日益增長(zhǎng)的設(shè)備用戶提供及時(shí)周到的服務(wù)。由4個(gè)代理商組成的經(jīng)銷服務(wù)網(wǎng)絡(luò)為各行各業(yè)提供適用的機(jī)器和設(shè)備，并給予綜合性售后服務(wù)，使用戶在作業(yè)中取得更高的經(jīng)濟(jì)效益。
卡特彼勒承諾，以領(lǐng)先的優(yōu)勢(shì)，為世界各地致力參與基礎(chǔ)建設(shè)、資源的開(kāi)發(fā)和運(yùn)輸?shù)脑O(shè)備用戶，提供物有所值的機(jī)器，發(fā)動(dòng)機(jī)產(chǎn)品和售后服務(wù)。

我們將與合作伙伴及用戶一起，在大中華區(qū)建設(shè)未來(lái)。

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