Service Delivery Support Representative

Job Purpose

The Service Delivery Support Representative is a critical component of the Locomotive Aftermarket Services team. Each representative provides oversight and administration of regional service delivery requirements.

Req ID

10624BR

City

La Grange

State:

Illinois

Company Description

Progress Rail, a Caterpillar company, is an integrated rolling stock and infrastructure provider, delivering a full range of products and services to domestic and international railroad customers. Our customers enjoy one-stop shopping and comprehensive cradle-to-grave railway solutions - whether it rolls on the rail or is the rail itself. From locomotives, transit, freight cars and engines, to tracks, signals and advanced technology, we ensure customers can count on us to meet all their rail needs. Forging the bridge between ideas and success, our talented and innovative team members work together to address the challenges of the rail industry today, ensuring success for the future. As part of a vibrant, global network of business operations, each and every member of our team is important to our success. With headquarters in Albertville, Ala., more than 7,000 dedicated employees serve customers through a network of close to 150 locations around the world. For more information, visit and on Twitter and YouTube.

Key Job Elements

• Support expediting of material as needed;

• Liaison between field and technical support, logistics support;

• Identifies, analyzes, and takes corrective action on service problems;

• Manages fleet performance and drives projects to improve fleet reliability;

• Assists and reviews the development of problem resolution action plans;

• Communicates action plans and progress to field service managers, engineers and customers with agreement of MD APAC;

• Evaluates workloads and establishes priorities with agreement of MD APAC;

• Assists in sourcing additional short-term labour resources, new permanent field service roles;

• Provides technical assistance and instruction to both customers and employees;

• Completes necessary reports, letters to customers etc;

• Analyzes, develops, and calculates fleet performance data;

• Accomplishes special assignments as needed;

• Supports warranty and claims processing as needed.

Education / Training

• High School Diploma or equivalent required;

• B.A./B.S. degree in Supply Chain Management or equivalent field related experience, preferred.

Qualifications and Experience

• Experienced computer user - MS Office suite, SAP or LN ERP's, etc;

• Excellent interpersonal verbal and written communication skills;

• Technical understanding of Progress Rail products and applications;

• Detailed, accurate and able to set priorities among competing demands;

• Focused, responsive to deadlines;

• Ability to travel (up to one week per month).

Prefer:

• SAP or LN ERP experience;

• Some inside/outside sales or customer service experience;

• Project Management experience.

Essential and Physical Activities:

• Strength - Must be able to lift 35 lbs;

• Motion - The position spends the majority of time in an office setting, at desk utilizing office equipment;

• Vision/Hearing Requirements - May spend long periods of time in front of computer screen. Must be capable of using a variety of communication devices;

• Work Environment - Work in temperature-controlled environment in most situations. Must be capable of wearing PPE (safety glasses, hardhats, metatarsal boots, earplugs, gloves, etc.) No jewelry (on shop);

• Emotional Demands - Must have good communications skills and attention to details;

• Safety - Position is not safety sensitive buy will require use of appropriate PPE when in plant and production environments.

Benefits

Competitive Salary
401(k) plan with up to 6% company match (no waiting period with immediate vesting)
Medical/Dental/Vision/Life/Disability Insurance
Supplemental Accident, Critical Care, and Hospital Insurance available along with an HDHP and HSA with seed money
Flexible Spending Accounts
Paid Vacation
Paid Holidays
Paid Time-Off (PTO)
Employee Assistance Plan
Education Assistance Program
Employee Recognition Programs
Site specific Production and Incentive Plans
Site specific Step and Skill Level Wage Adjustment Plans
Site Specific Relocation and Sign-on Bonus Programs

Benefits eligibility varies by job position, full-time/part-time and regular/temporary status. The provisions of the plan documents control such benefits.

EEO

Equal Opportunity Employer - Race/Color/Sex/Religion/National Origin/Sexual Orientation/Gender Identity/Vets/Disabilities

Job Category

Transportation, Logistics, Supply Chain and Purchasing

PRS Facility Location

EMD HQ LaGrange, IL - 400

Summary Pay Range

$57,538.38 - $106,440.00