Service Information Specialist

The Technical Information Solutions (TIS) team within the Product Support and Logistics division (PSLD) creates and delivers technical parts and service information accessible via SIS and SIS2GO critical for the repair and service of Caterpillar products. Over 300,000 dealer and customer users depend on the information created, managed, and delivered by this team to identify and order Cat parts.

In TIS, the Service Information Specialist creates and maintains service information for Caterpillar products.

What You Will Do:

• Develop service information for delivery via the Service Information System (SIS) to dealers and customers worldwide for servicing Caterpillar machines.
• Utilize the Technical Content Manager (TCM), Adobe Illustrator, Creo Illustrate, Creo Parametric, and Canvas to develop troubleshooting information, electrical and hydraulic schematics supporting new product introductions (NPI) and engineering changes.
• Collaborate with global engineering and product teams to research complex technical data using engineering tools and 3D models, ensuring accurate and timely delivery of troubleshooting content.
• Ensure all service information is created accurately, participate in process improvement efforts, and follow authoring standards.

What You Have:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

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.

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 behaviours.

Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Background/Experience:

Bachelor's degree in engineering with 1 to 2 years of job-related experience in creating/handling product support information or equivalent.

Top Candidates Will Also Have:

• Preferably BE/BTech - Mechanical/Automobile/Electrical Engineering
• Good knowledge of reading and interpreting engineering drawings, experience in 3D modelling tools.
• Self-motivated and capable of delivering results with minimal supervision while managing multiple priorities effectively.
• Solid mechanical and electrical aptitude with the ability to understand machine systems, components, and service procedures.
• Strong analytical and problem-solving skills with the ability to research complex engineering information and develop accurate service content.

This position requires working onsite five days a week.