DSN Parts Specialist

Caterpillar — Chennai, Tamil Nadu

Career Area: Product Support Job Description: 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. Job Summary: To serve as the first point of contact for Caterpillar Dealers & internal Cat personnel requiring assistance with product management (for all Caterpillar Products). The Parts Technical Analyst provides the dealer/customer with interim and permanent repair information to restore product functionality. Position will accomplish: The initial “triage” on Service Requests Investigate documented information Manages dealer inquiry to closure The Parts Tech Analyst’s main responsibility is to process Service Requests from the Dealer/Customer utilizing Phone & Electronic channels. JOB RELATED STATISTICS: Parts Technical Support Analyst is part of a team that handles approximately 165,000 dealer service requests per year. The team and individual are measured on Tier 1 resolution, response time (urgency) and customer/dealer satisfaction (quality) for Service Requests (SR) submitted to the Global Dealer Solution Network (GDSN). What You Will Do: The Parts Technical Support Analyst receives Service Requests from dealer inquires related to reuse & salvage or parts identification issues. They will manage the SR to resolution with the duties to include: Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution) Investigating SR and document into PSCRM Assigning Caterpillar priority to Service Request Escalating the inquiry when needed to subject matter experts Facilitates

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