Product Service Engineer

Career Area:
Product Support
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
About LPSD
The Large Power Systems Division (LPSD) is part of Caterpillar’s Power & Energy segment. Through this global organization, Caterpillar designs and manufacture large (greater than 18 liters) diesel and natural gas engines, powertrains and key engine systems. LPSD products and solutions support customers across power generation, industrial, marine, oil & gas, rail, services and Cat® machine applications worldwide.
Job Summary
The Large Power Systems Division has an opening for an NPI Product Service Engineer / NPI Coordinator located in Lafayette, IN. The NPI Coordinator is responsible for driving and ensuring the successful completion of all Product Support deliverables for NPI programs and reporting out at the appropriate NPI Gateway Reviews. In addition, Product Support is uniquely positioned to represent the voice of the dealer and customer, serving as a critical feedback channel between the field and the broader NPI team. This feedback helps ensure that quality processes are effectively implemented and that a high-quality product is delivered to customers. Furthermore, NPI Coordinators work closely with Field Follow Engineers to assess both challenges and successes throughout NPI trials, providing valuable insights and recommendations to the NPI team for continuous improvement and informed decision-making. This position will close on 10/27/2026 at 11:59pm ET.
What you will do:
Create or update Caterpillar Publication as needed for the new product
Conduct a parts blitz and ensure new serviceable parts are stocked before production release
Conduct Serviceability Audits
Evaluate the need for Dealer Tooling
Update Dealer Training as needed
Tracking and managing the status of projects from inception to release including the confirmation of reliability of field follow units
Education:
Four-year degree in engineering or engineering technology preferred
What you will have:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:
Facilitates creation of the 'right' products and services to resolve customer business issues
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement
Advises others on creating customer focused environments in various scenarios
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives
Communicates and models the criticality of customer focus as an organizational strategy
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Working Knowledge:
Follows proper data gathering and analysis processes and policies
Reports problems that arise in the data collection process
Participates in gathering and analyzing an organization's data based on requirements
Documents data from various sources and in various formats
Utilizes basic data collection and evaluation tools and techniques
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:
Anticipates customers' needs and satisfies them proactively
Resolves complex customer complaints or problems
Teaches others how to deliver excellent customer service in a variety of settings
Applies the concept of 'Moments of Truth' to customer service
Participates in developing a variety of effective ways to deal with difficult customers
Recovers from a service failure in a way that enhances customer's esteem of the organization
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Level Working Knowledge:
Explains the requirements, deliverables, costs, and criticalities of the assignment
Participates in developing consulting opportunities or assignments
Uses formal and informal means to keep clients informed on progress and issues
Carries out the agreed-upon consulting assignment in a professional manner
Documents client's objectives and project scope
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Extensive Experience:
Reviews others' writing or presentations and provides feedback and coaching
Adapts documents and presentations for the intended audience
Demonstrates both empathy and assertiveness when communicating a need or defending a position
Communicates well downward, upward, and outward
Employs appropriate methods of persuasion when soliciting agreement
Maintains focus on the topic at hand
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Working Knowledge:
Identifies and documents specific problems and resolution alternatives
Examines a specific problem and understands the perspective of each involved stakeholder
Develops alternative techniques for assessing accuracy and relevance of information
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution
Uses fact-finding techniques and diagnostic tools to identify problems
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions
Monitors client satisfaction levels on a regular basis
Alerts own team to problems in client satisfaction
Differentiates the roles and responsibilities in a business relationship
Works with clients to address critical issues and resolve major problems
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:
Advises others on the assessment and provision of all technical solutions
Engages appropriate subject matter resources to effectively resolve technical issue
Mentors others to enhance their technical competence and its application to achieve more effective technical solutions
Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems
Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues
Assumes accountability for personal technical performance and holds others responsible for theirs
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately
analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:
Applies an assigned technique for critical thinking in a decision-making process
Identifies, obtains, and organizes relevant data and ideas
Participates in documenting data, ideas, players, stakeholders, and processes
Recognizes, clarifies, and prioritizes concerns
Assists in assessing risks, benefits and consideration of alternatives
Top candidates will also have:
Technical field experience or lab validation testing experience
Gas engine experience
Experience with applied failure analysis
Capability to consider product & process risk to protect the customer and Caterpillar