DSN Support Engineer in Peoria, IL at Volt

Date Posted: 6/9/2019

Job Snapshot

  • Employee Type:
  • Location:
    Peoria, IL
  • Duration:
    100 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt Workforce Solutions has an immediate opportunity for a DSN engineer role that will be the first POC for Caterpillar dealers that need help troubleshooting for their Engine and Power System Electronics and Software.

Job Scope: To be the first point of contact for Caterpillar dealer(s) requiring assistance with product problem health management for Engine and Power System Electronics and Software. 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 individual may have involvement with additional projects which may include participation on 6 Sigma / CPI projects, onboard/offboard training, interfacing with product teams / Dealers, etc. The individual is expected to handle these additional responsibilities while maintaining a proficiency in handling Service Requests.

The individual is part of a team that handles approximately 1500 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 DSN. Average expected volume is between 50 - 100 SR/month, with an average quality rating response of 90 – 95% satisfied from the Dealer Surveys.

Job Duties:

The Tier 2 DSN Support role 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)
  • Experience: This position requires a detail-oriented person with a strong product knowledge, mechanical and electrical technical aptitude  and/or an Engineering/BS degree - this could include an accredited engineering or related degree.  Additionally, the individual 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

Volt is an EOE.