Nigel Smith

• Leading activity for the EAME introduction of the new C13D/2606 engine.
• Established regular meetings with Account Managers, A&I Engineers
• Discussing with worldwide teams within IPSD, NPI, A&I, Field follow, Account Managers, to ensure correct procedures are in place, correct A&I manuals, engine OMM’s in place, onsite support when first engine arrives.
• Providing feedback on status to senior management.
• Worked flexible hours, covering meetings with US colleagues

• Current role as Service Customer Support Engineer, The key aspects of this role include the assessment and management of quality, commercial and technical issues intended in improve IPSD warranty, customer value and enterprise competitiveness.
• Analysing data using Power BI, Excel and Alteryx tools to provide the business with recommendations.
• Provide coaching for junior colleagues on processes and recommendations on how to approach issues.
• Detail investigation results and recommendations on Warranty/Customer issues to CPI governance.
• Provide recommendations for Field support activity for CPI projects, providing costs and rework approach.
• Reviewing processes internally within SCS organisation, to ensure global alignment in UK, US and China.
• Support Dealer solutions Network.
• Provide Global updates to General Construction Industries/Dealer conferences when required.
• Responsible for investigation complex customer issues analysing data and providing recommendations.
• Utilising Power BI, Excel, Alteryx, to analyse data.
• Provide support for Product Support engineers for both Caterpillar Machine Groups and Perkins.
• Utilise BB skills to align Global process for issue investigation, providing guidance and creating instructions and standard work for Global team to follow.

• Being Voice of customer into IPSD on all Product Issues that are reported from CMG’s.
• Ensure right level of focus within IPSD to resolve customer issues.
• Represent IPSD at CMG Global Product Support meetings.
• Implementing BIQ within Product Support Team.
• Main Product support representative for all CAT Machine Group Customers Worldwide.
• As delivered Quality issues. Bring VOC into the business for factory 2/12MIS issues.
• Identify CMG product problems through VOC, and warranty data.
• Resolution of Customer problems. Provide information to production on Customer Defects Weekly.
• Liaise with Customers through regular Quality review meetings.
• Actively support CPI black belts on investigations and providing customer information.
• Pre-service and warranty investigations – implemented Emerging issues tracking document.
• Chair and support customer/internal meetings.
• Lead role in implementing BIQ within Product Support team.

· Main Product support representative for all CAT OEM Customers in EAME for As delivered Quality issues
· Liase with Customers through regular monthly Quality review meetings,
· Raise and assist with major customer rework activity.
· Pre-service and warranty investigations

· Main Product support representative for all CAT OEM Customers in EAME for As delivered Quality issues
· Liase with Customers through regular monthly Quality review meetings,
· Raise and assist with major customer rework activity.
· Pre-service and warranty investigations

· Responsible for NPI, issuing New build information for production
· Liase with Customers through regular monthly meetings,
· Chair for internal EFD issues run weekly meetings
· Pre-service and warranty investigations. Team member of FMEA meetings

· Responsible for NPI, issuing New build information for production
· Liase with Customers through regular monthly meetings,
· Chair for internal EFD issues run weekly meetings
· Pre-service and warranty investigations. Team member of FMEA meetings

· Responsible for NPI, issuing New build information for production
· Quality control of Electronic build card, Adding new information ie, New build info, maintaining existing information
· Liase with Customers through regular monthly meetings, Tele conference calls
· Responsible for collecting SPC data and feeding results to Perkins SPC Co ordinator

Worked on all areas of Assembly, Sub assembly & EFD Became EFD 5 star auditor, responsible for training future auditors.