Job Description
Description
This position is within the Documentation Team in the Product Support Operations under EEST. department. The incumbent will be a part of the team that creates Service literature for Longwall Mining business for the New Product Introduction (NPI) & Aftermarket/ Service projects.
Job Duties/Responsibilities May Include, But Are Not Limited To
The incumbent will lead the documentation work group comprised of authors and engineers to complete various service documentation projects on assigned NPI/CPI projects in the domain of Mechanical, Electrical, Electronic and Software Technologies. The workgroup is 7 people strong, and growing. The expectation from this role is delivery of published Literatures that are best-in-class on time, cost, quality parameters.
Incumbents Are
- Experts in product knowledge and product servicing procedures for assigned products.
- Overseeing day-to-day Documentation activities & ensure process is being followed. Develop the work burden plan, resource plan and support to meet Support Group business plans, goals, and objectives
- Facilitate a team to complete various service information deliverables and NPI assignments, mentor team members, schedule training, and conduct formal training
- Ensure that the team members have the project and process knowledge necessary to complete their assignment
- Accountable for ensuring the work group completes the assignment on time, information is technically accurate and complete, servicing procedures have been verified and accepted by Longwall Engineering/ Product Support Point of contacts; Dealers/ Customers as Caterpillar's recommended "best" method for servicing the product.
- Owning, Creating/ Establishing & Improving standard processes of Operations for the Workgroup.
- Works with Project Leaders, Global Product Groups and Engineering teams & Stakeholders across facilities to ensure appropriate service strategies are established and service information is provided.
- Engaging with Customer services as well as the Dealer Customer services with regard to service-relevant problems
- Identifying errors and necessary corrections in technical documents and documentation
- Global contact partner representing Documentation team within EEST/ ICS to Longwall Mining team.
- Work with Supervisor & team to develop People, Velocity, Quality, Cost (CPS) metrics for the team. Monitoring & report out Team & team member Performance metrics
- Creating new Project proposals to expand the Documentation business beyond current scope & Customer base.
Qualifications
Required Qualifications:
Requires a three- or four-years degree, preferably in an engineering or a service-related discipline, and extensive product and service procedure knowledge, technical publication, product group service organization to gain a mastery of complex repair process systems and technologies.
Candidates with 7-10 years progressive experience in technical information, product group service organization may be considered for this position. Must have expertise in service authoring process. Must be team oriented, able to master complex technologies (both product and process), have good interpersonal skills, and be able to work with diverse team members and in a systems intensive environment.
- Proper know how in hydraulics, electronics or/and mechanics
- Strong written and verbal communication skills in English and German
- Good communication skills, along with the ability to multi-task and drive/advise decsion making is also required
- Willingness to travel
Required Skills
- Leadership skills.
- People skills.
- Communication skills.
- Collaborative relationships with different teams.
- Project management.
Desired Qualifications
- Knowledge within a second foreign language would be an advance
- Hands-on experience
Caterpillar is an Equal Opportunity Employer (EEO)