職責描述：
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械、建筑機械和礦用設備的生產商，也是全世界柴油機、天然氣發動機、工業用燃氣輪機以及柴電混合動力機組的主要供應商。

為了加大投資力度和發展業務，卡特彼勒（中國）投資有限公司于 1996 年在北京成立。今天，卡特彼勒在中國投資建立了29家生產工廠，制造液壓挖掘機、壓實機、柴油發動機、履帶行走裝置、鑄件、動力平地機、履帶式推土機、輪式裝載機、再制造的工程機械零部件以及電力發電機組。
卡特彼勒（中國）投資有限公司已在中國建立了辦事處，培訓和產品服務中心，為日益增長的設備用戶提供及時周到的服務。由4個代理商組成的經銷服務網絡為各行各業提供適用的機器和設備，并給予綜合性售后服務，使用戶在作業中取得更高的經濟效益。
卡特彼勒承諾，以領先的優勢，為世界各地致力參與基礎建設、資源的開發和運輸的設備用戶，提供物有所值的機器，發動機產品和售后服務。

我們將與合作伙伴及用戶一起，在大中華區建設未來。

更多信息請訪問 www.cat.com
更多職位信息請訪問 www.caterpillar.com/zh/careers.html