Product Support Specialist
Role Overview
As a Product Support Specialist, you will provide technical assistance for both standard and non-standard systems, warranty efforts, and remedial repairs. Will be under the general supervision of the Customer Manager Services.
Key Skills for This Role
Full Job Posting
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 the Electric Power Division
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 100 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!
Job Summary
As a Product Support Specialist, you will provide technical assistance for both standard and non-standard systems, warranty efforts, and remedial repairs. Will be under the general supervision of the Customer Manager Services.
What You Will Do
- Provide technical support and troubleshooting assistance in a call center environment, responding to urgent customer issues via phone, email, and CRM systems.
- Troubleshoot and support Photovoltaic (PV) solar systems, Battery Energy Storage Systems (BESS), and inverter technologies .
- Complete service tickets, timesheets, expense reports, and project-related documentation in a timely manner.
- Maintain current knowledge of new and updated products, systems, and equipment through ongoing training.
- Assist with parts ordering and warranty analysis activities.
- Support the development of training materials and provide training on software and hardware systems.
- Maintain a working knowledge of Automatic Transfer Switches (ATS), switchgear, and related power systems.
- Monitor and manage Helpdesk tickets, CAT-ISO (RFQs and Orders), DSN activities, and the SWGR DPSC mailbox.
- Identify and escalate complex technical issues to management when necessary.
- Perform other duties as assigned.
What You Will Have
High school diploma or GED required.
Demonstrated experience and strong working knowledge of Photovoltaic (PV) solar systems, Battery Energy Storage Systems (BESS), and/or inverter technologies .
Minimum of 1-3 years of experience in customer service, technical troubleshooting, mechanical assembly, or a related field.
Basic to intermediate proficiency with Microsoft Office applications.
Strong teamwork and collaboration skills.
Top Candidates Will Have
Ability to read, interpret, assemble, and wire from diagrams, schematics, and technical drawings with a high degree of accuracy.
Experience handling a high volume of inbound customer calls while maintaining professionalism, patience, and a positive customer experience.
Experience with electrical power generation, distribution, renewable energy, or energy storage systems.
Strong analytical and problem-solving skills.
Physical Requirements
- Ability to sit and/or stand for prolonged periods.
- Ability to perform repetitive operations.
- Ability to lift to 35 lbs.
Shift
Monday through Friday; 8AM – 5PM. Additional overtime as needed.
Additional Information
Resumes are highly encouraged for all applications.
Relocation assistance is not available for this position.
Visa Sponsorship is not available for this position.
Employee Benefit Details
- Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.
- Here you earn more than just an hourly wage, because we value your performance, we offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K).
- Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).
About Caterpillar
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For over 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
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Summary Pay Range
- Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits
- Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
- 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
- * These benefits also apply to part-time employees
Posting Dates
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
Not ready to apply? Join our Talent Community .
About Caterpillar
Global manufacturer of construction and mining equipment and engines.
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