职责描述：
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.
任职要求：
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机械、建筑机械和矿用设备的生产商，也是全世界柴油机、天然气发动机、工业用燃气轮机以及柴电混合动力机组的主要供应商。

为了加大投资力度和发展业务，卡特彼勒（中国）投资有限公司于 1996 年在北京成立。今天，卡特彼勒在中国投资建立了29家生产工厂，制造液压挖掘机、压实机、柴油发动机、履带行走装置、铸件、动力平地机、履带式推土机、轮式装载机、再制造的工程机械零部件以及电力发电机组。
卡特彼勒（中国）投资有限公司已在中国建立了办事处，培训和产品服务中心，为日益增长的设备用户提供及时周到的服务。由4个代理商组成的经销服务网络为各行各业提供适用的机器和设备，并给予综合性售后服务，使用户在作业中取得更高的经济效益。
卡特彼勒承诺，以领先的优势，为世界各地致力参与基础建设、资源的开发和运输的设备用户，提供物有所值的机器，发动机产品和售后服务。

我们将与合作伙伴及用户一起，在大中华区建设未来。

更多信息请访问 www.cat.com
更多职位信息请访问 www.caterpillar.com/zh/careers.html