Caterpiller Customer Support Engineer - MaK

Location:   Saudi Arabia

Job Title:   Customer Support Engineer - MaK
 
Reports to:  Product Support Manager 
 
Primary purpose of the job:
 
The function will be to provide accurate and timely technical guidance and assistance to customers, helping them to implement cost-effective solutions for their equipment maintenance and servicing.
 
The C.S.E. will provide unbiased advice and guidance with a view to building and obtaining customer confidence and trust in his recommendations. 
  
Principal accountabilities:
 
- Carry out the designated "Call Plan" of regular visits to customers providing advice
 and guidance that is primarily aimed at assisting customers to obtain the best
 value from their CAT and MaK equipment.
 
- Follow up on all major service repairs once they are in the field. This will include
 quality checks on workmanship, carrying out adjustments, advising correct
 maintenance  procedures, resolving warranty issues.
 
- Visit new equipment purchasers to advise on regular maintenance requirements
  and generally assist with customers maintenance programmes.
 
- From time to time become involved in complicated technical problems,
  troubleshooting  product problems and liaising with Service Department to promptly
  identify correct "fixes"
   
- Assist enrolled customers with their S.O.S. programme. This would involve on-site
  training in sample collection, administration of the programme, record keeping,
  helping customers  understand reports etc.
 
- Liaising with P.S.S. Department to carry out equipment inspection and condition
  reports.
 
- Be willing and capable of passing on his skills to Trainees under his supervision, in line with his Department’s Traineeship programme, or be receptive of being trained in coaching and assessing in the workplace. 
 
KPIs/KPAs:
 
1.     Volume & Value of sales leads generated for each CAT and MaK unit.
2.     Parts & Service Sales revenues resulting from his direct technical support and guidance
3.     Number of operators and customers trained on each Allied Product
4.     Quality of Technical Reports and presentations to customers
 
Liaises with:
 
PSSRs
CMD Sales Reps.
PSS Dept.
Service Dept.
 
Job requirements:
 
Experience: The C.S.E. will need to be a well-qualified, highly technical individual with the
ability to communicate well at all levels. Experience requirements would have to be:
 
Apprenticeship completed at a Caterpillar and/or MaK Dealership.
 
At least 7 years post apprentice experience most of which should have been in Field Service. He should be a top-class Field Service  Engineer at a well recognised, sophisticated dealer.
 
A documented record of relevant Caterpillar and/or MaK training accomplishments
covering all major products families.