Product Support Engineer

Caterpillar Inc.

Product Support Engineer providing product health monitoring and project support for LPSD engines. Working in Diesel applications with global product improvements and dealer collaborations.

Posted 6/3/2026full-timeLafayette • Illinois • 🇺🇸 United StatesSeniorLead💰 $97,530 - $146,290 per yearWebsite

About the role

Key responsibilities & impact

Monitor the product health and quality performance in the field for the LPSD 3500 engine and aftertreatment systems for commercial Diesel applications
Investigate warranty claims, look for quality trends, and anticipate field issues to drive product improvements
Launch and support Continuous Product Improvement (CPI) Projects, and issue appropriate publications and field support plans
Provide accurate financial forecasts for CPI projects requiring field support plans
Work closely with dealers and Industry reps to Investigate and resolve complex customer technical issues
Utilize Applied Failure Analysis (AFA) by investigating critical failures and adapt internal reports for external use
Provide support for major problems to resolve warranty claims, develop ICA repair options and advise Caterpillar Industry teams and dealers on maintenance and service options
Closely monitor and support the field population post production and provide monthly updates to the leadership team
Conduct dealer and customer visits to provide technical assistance on urgent field problems when necessary
Provide LPSD DSN Tier 2 analysts guidance on difficult DSN tickets and work with engineering to answer any unresolved questions
Develop and maintain effective relationships with LPSD Engineering, Quality, and Cat Industry personnel to efficiently resolve customer problems
Facilitate face to face meetings with key stakeholders to provide customer support updates and field service plans to gain approvals

Requirements

What you’ll need

Four year engineering or technical degree or 8 year equivalent job related experience
Extensive Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions
Working Knowledge of data gathering and analysis tools, techniques, and processes
Extensive Knowledge of customer service concepts and techniques
Working Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients
Extensive Understanding of effective communication concepts, tools and techniques
Working Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems
Working Knowledge of relationship management techniques
Extensive Knowledge of a given technology and various application methods

Benefits

Comp & perks

Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Applied Failure AnalysisContinuous Product Improvementfinancial forecastingdata gatheringdata analysistechnical guidancecustomer serviceproblem resolutionrelationship managementengineering principles

Soft Skills

effective communicationcustomer satisfactionstakeholder engagementtechnical assistanceproblem-solvingcollaborationrelationship buildingadaptabilityanalytical thinkingleadership

Certifications

engineering degreetechnical degree