EPITEC
Title: Product Service Engineer 1
Location: Peoria, IL
Work Arrangement: Fully Onsite (Monday–Friday)
Shift: First Shift (8:30 AM – 5:00 PM CST)
Pay: $38
Details:
• 12?month contract- Option to go internal
• Fully onsite role
• No travel required
Job Summary
The Product Service Engineer 1 serves as the first point of contact for Caterpillar dealers and internal Caterpillar personnel requiring assistance with product management across all Caterpillar products. This role focuses on service request triage, investigation, documentation, and resolution to restore product functionality. The engineer works closely with dealers and internal Caterpillar teams to manage inquiries from initial intake through closure, ensuring adherence to established guidelines and best practices.
Responsibilities
• Serve as the initial triage point for incoming Service Requests (SRs)
• Ensure all relevant SR details are accurately documented (serial number, dealer details, problem description, escalation, and resolution)
• Investigate Service Requests and document findings in PSCRM
• Assign priority levels to Service Requests
• Escalate inquiries to subject matter experts when required
• Facilitate problem resolution between dealers and internal personnel
• Reopen and review issues with dealers as appropriate
• Provide interim and permanent repair information to restore product functionality
• Adhere to GDSN Best Practices and established guidelines
• Manage dealer inquiries through closure
• Perform additional duties as requested by management
Years of Experience and Education
Years of Experience:
• 0–2 years of relevant experience required
• Internships do not count toward required experience
Education:
• High school diploma (required)
• No college degree required
Comparable Backgrounds:
• Product Support Specialist
Skills Required
Core Skills (Required)
• 1+ years of experience reading engineering drawings (external experience of 3+ years acceptable)
• General knowledge of product line and related products
• Understanding of the Dealer Support Network
• Strong sense of urgency in resolving dealer and customer issues
Additional Technical Skills
Required:
• Strong mechanical aptitude
Soft Skills
Required:
• Excellent written and oral communication skills (fluent in English)
• Strong teamwork and collaboration skills
Desired:
• Ability to work effectively with global teams
• Professional communication with dealers and internal stakeholders
Work Environment & Team Structure
Work Environment:
• Fully onsite office environment
Team Structure:
• Reports to the Work Director
• Works alongside 7 global team members
Interaction Level:
• High interaction with dealers and internal Caterpillar personnel
• Strong emphasis on teamwork and collaboration