Finning (UK) Ltd
Finning Chesterfield, England, United Kingdom
Position Overview
Working closely with Caterpillar and our customer base, you will be responsible for handling new and existing product problems. This could be anything from engine failure to proactively evaluating and eliminating potential failures. Timely solutions are imperative with a proactive approach to minimizing impact to the business. You will also support new product introduction by working closely with Caterpillar on close field follow programmes.
Job Description
* A competitive salary
* 25 days annual leave + bank holidays (purchase additional 5 days holiday)
* Annual Bonus
* Laptop and phone
* Generous reward scheme, up to 7% pension, life insurance, share scheme, and healthcare benefits (medical, optical, hearing, dentistry, and physio)
* Enhanced maternity and paternity packages, family‑friendly policies, flexible working options, team of 40+ mental health first aiders, wellbeing solutions, support to give to charity via “Give As You Earn”, and recognition awards.
Major Job Functions
* Identify & coordinate product problem resolution. Maintain product problem, risk, resolution & status report in Dealer Product Problem Management system (DPPM) via DSN. (50%)
* Work closely with suppliers to improve product reliability & warranty expense. Monthly review with Caterpillar technical reps & service engineers demonstrating the output from the meeting (DPPM). Proactive approach via service letter, PIQ & field follow programmes. (20%)
* Develop & maintain relationships with the service delivery network. Visibility within the service operations e.g., engineer toolbox talks. Proactive communication of technical information via engineer forum. Provide coaching and mentoring for the technical network. (15%)
* On‑site critical customer/product problem assistance. Coordinate and assist service operations with on‑site support to reduce customer & business impact including failure analysis & fire/incident investigation. (15%)
Gas Engine Experience
Preferred, as this role will be supporting the Gas Engine fleet in the UK & Ireland.
Specific Skills
* Good interpersonal skills
* Fully conversant with Caterpillar & Finning computer systems including Service Information System, Electronic Technician, Dealer Business System, Service Information Management System, Continuous Product Improvement, Dealer Solutions Network, Dealer Product Support Search, CAT Product Information System, Finning Product Problem Management, dealer.cat.com
* Proficient with Microsoft Office (Word, Excel, PowerPoint, Access, Outlook)
* Attention to process
* Customer service skills
* Initiative, information seeking, analytical skills
Knowledge
Deep understanding of Caterpillar business structure and systems.
Accountability
* Produce monthly top five issues report to Service Technical Supervisor.
* Provide information and technical support to engineers for first‑time fix.
* Prevent potential exposure of up to £500k, worst case scenario.
* Maintain internal/external customer satisfaction, service response time, DSN completion rate & survey completion percentage, PPM data accuracy, safety & priority PIP completion metrics.
* Achieve financial risk reduction of £150–250K per annum, core £250–500K.
Education and Experience
* 7–10 years experience with Caterpillar products.
* Engineering apprenticeship plus 5–10 years general engineering experience.
* Experience with Caterpillar business structure and systems.
* 6‑sigma green belt accredited.
* Experience with Caterpillar warranty procedures and reporting systems.
Apply online today to join a global organisation offering industry‑leading training and a competitive package.
We prioritize creating a diverse and inclusive environment. We are an equal opportunity employer and encourage all individuals to apply. We do not discriminate against applicants based on gender identity, race, ethnicity, religion, age, sexual orientation, marital/family status, or disability. We provide reasonable accommodations for disabled applicants during the recruitment process. Finning is a forces‑friendly employer, signs the Armed Forces Covenant, and pledges to treat service members and families fairly.
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