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NPI/CPI Service Engineer in Mossville, IL at Volt

Date Posted: 12/3/2018

Job Snapshot

  • Employee Type:
  • Location:
    Mossville, IL
  • Duration:
    48 weeks
  • Date Posted:
  • Job ID:
  • Pay Rate
    $28.0 - $40.0/Hour
  • Contact Name
    Volt Branch
  • Phone

Job Description

Volt Workforce Solutions has an exciting opportunity to grow your skills and experience as an NPI/CPI product support engineer.  We are seeking anywhere from entry level to senior level degreed candidates to be part of a 5 person team at Caterpillar where you will be customer facing and help troubleshoot electrical and mechanical issues, customer service, etc.  There will be some travel associated with this position as well.  We are looking to conduct interviews and fill this team immediately, so please apply and call today!

The scope of the project is to provide technical support to Caterpillar dealers and end customers to help gain dealer confidence and customer acceptance across our end to end telematics solutions. The various steps involved in the project are as follows:

         Act as a telematics service engineer to coordinate and assist our dealers with resolving key quality issues in the field around onboard (hardware) systems.

•         Undertake dealer and customer issues to resolve urgent field problems through these key deliverables, but not limited to:

o    Answer direct phone calls (Hotline) from the dealers to help troubleshoot Product Link hardware devices before dealers take action to replace existing devices.

o    Be available to travel onsite to customer’s machine to further troubleshoot and/or replace existing Product Link devices to address the quality concern on behalf of the dealer.

o    Identification, investigation and procurement of resolution commitments for all significant field problems to maintain/improve product performance and development of quick field fixes, suggested design or manufacturing improvements.

o   Work closely with dealer and Caterpillar personnel across multiple business units.

o   Conduct fieldwork to establish execution plan, such as:

§  Review customer(s) connected fleet and identify any quick wins to resolve quality concerns

§  Review initial concerns raised by the customer

§  Interview dealer and rep to identify problem statement

§  Pull data on DSN/VL Call Center to show what tickets were reported previously. (Open or Closed)

§  Provide recommendations and draft report

§  In coordination with key personnel, execute on report findings

§  Work w/ rep to setup closing meeting upon completion.

o   Research solution requests using various Caterpillar information databases (i.e. DSN, CEDE, CPI, NPI issues list, Cat Gateway) and Caterpillar Tier2 & Tier3 Engineering personnel

o   If an acceptable solution is not available then work with the Continuous Product Improvement (CPI) Service Engineer for further evaluation of dealer issue

Volt is an EOE.