Summary
Overview
Work History
Education
Skills
Publications Presentations Awards
Languages
Special Licensing
Professional Development
Timeline
Generic

Rakan Abushanab

Schaumburg,USA

Summary

Product Service Specialist at Caterpillar, Inc., specializing in project management and data analysis. Achieved a 15% increase in customer satisfaction through innovative operational solutions. Proven ability to enhance teamwork and collaboration in cross-functional teams, driving significant results. Results-driven Product Service Representative recognized for high productivity and efficient task completion. Specialized in customer relationship management, product troubleshooting, and feedback analysis to enhance service offerings. Excel in communication, problem-solving, and adaptability, ensuring seamless interactions with clients and team members to achieve outstanding service outcomes.

Overview

18
18
years of professional experience

Work History

Product service Specialist

CATERPILLAR, Inc.
Morton, USA
08.2023 - 08.2025
  • Delivered impactful solutions for Repower, Upgrade, and Migration projects at Caterpillar Inc.
  • Created and revised service documentation, enhancing clarity and usability for global initiatives.
  • Managed Dealer Service Network kitting tickets and Delegated Final Assembly processes, ensuring operational excellence.
  • Improved workflows and set up new processes, driving consistency across teams in Morton, Illinois.
  • Managed workload and KPI for Engineering Team overseas through Power BI dashboard and Score cards.

Design Engineer

CATERPILLAR, Inc.
Morton, USA
02.2023 - 08.2023
  • Contributed to the design and serviceability of hydraulic seal kits, enhancing product reliability.
  • Resolved quality claims effectively, improving customer satisfaction and reducing return rates.
  • Delegated design control tasks, fostering collaboration and innovation within the engineering team.

Product Service Engineer

HARVEY NASH, Inc.
Morton, USA
11.2021 - 02.2023
  • Company Overview: Contract (CATERPILLAR, Inc)
  • Collaborated with cross-functional teams to implement Delegated Final Assembly (DFA) processes, enhancing operational efficiency.
  • Developed and disseminated Marketing Bulletins to improve dealer service network (DSN) engagement and product knowledge.
  • Spearheaded kitting and repower initiatives, contributing to a 15% increase in customer satisfaction ratings.
  • Contract (CATERPILLAR, Inc)

Engineering Consultant

Self-employed
Chicago, USA
11.2015 - 11.2021
  • Managed high-profile projects in Mechatronics System Design and PLC automation, ensuring a closing rate of 95%.
  • Conducted root cause analysis (RCA) to identify and resolve complex engineering issues, achieving a 100% success rate.
  • Developed comprehensive business plans that enhanced project efficiency and stakeholder engagement in the Greater Chicago Area.

Product Support Engineer

Jordan Tractor and Equipment Co. Ltd (JTEC)-Jallad Group
Amman, Jordan
02.2014 - 09.2015
  • Functioned as Key Account Manager for major electrical power plants and mining sites, ensuring exceptional customer satisfaction.
  • Developed and executed preventive and corrective maintenance schedules, achieving 24/7 operational readiness.
  • Successfully integrated four new Caterpillar 3516 Bio-Gas Generators, enhancing plant operations and efficiency.
  • Provided technical support to over 1,500 customers, significantly improving machinery performance across various brands.

Purchasing Engineer

Global Auto parts- Al-Hamshari Group Investment (HGI)
Amman, Jordan
04.2013 - 02.2014
  • Conducted in-depth market studies on leading automotive brands, identifying key demand trends.
  • Competed with major OEMs globally to secure favorable pricing for spare parts.
  • Developed a strategic 4-month Exit Plan, effectively mitigating brand value loss during economic challenges.
  • Collaborated with cross-functional teams to enhance procurement processes, achieving significant cost efficiencies.

Consultant/Trainer

Golden Star Consulting
Amman, Jordan
01.2013 - 04.2013
  • Certified Training for MathWorks MATLAB, ERP, CRM for three classes thirty-five students each.

Engineering Trainee

King Abdullah Design and Development Bureau “KADDB”
Al-Dleal, Jordan
07.2012 - 09.2012
  • Designed and developed innovative solutions using Inventor and AutoCAD for complex engineering projects.
  • Contributed to the successful completion of large mechatronics projects, including UAV and MFR systems.
  • Implemented microcontroller-based embedded systems, enhancing project efficiency and functionality.

Engineering Trainee

CLAAS Agrosystems GmbH &Co
Gütersloh, Germany
03.2011 - 10.2011
  • Developed GPS Autopilot Steering System for heavy agricultural machines (combine harvesters, tractors).
  • Utilized CAN Bus for communication, analysis, and diagnostics.
  • Built control algorithmic structure for obstacle avoidance and autonomous navigation using Trimble & GPS.
  • Completed simulation with MATLAB/Simulink.

Engineering Trainee

Jordan Airmotive (JALCO)
Queen Alia Airport-Amman, Jordan
05.2010 - 07.2010
  • Conducted comprehensive training on Rolls-Royce RB211, International CFM, GE CF6, and Pratt & Whitney aircraft engines.
  • Contributed to quality assurance initiatives, enhancing operational efficiency and safety standards.
  • Played a key role in inventory planning projects, optimizing resource allocation, and reducing costs.

Software Engineer

Siemens
Munich, Germany
08.2007 - 04.2008
  • Developed and simulated Simatic Programmable Logic Controllers to enhance industrial automation processes.
  • Contributed to the success of multiple medium-size Projects in the Healthcare and Siemens Mobility sectors.
  • Created Blueprints for innovative design concepts, improving projects efficiency and execution.

Education

Bachelor of Science - Mechatronics Engineering

German Jordanian University
Amman, Jordan
01.2012

Associate of Applied Science - Mechatronics and machines system design

University of Heilbronn (Reinhold Würth Hochschule)
Künzelsau, Germany
01.2011

Skills

  • Project management
  • Critical thinking
  • Problem solving
  • Cross-cultural competence
  • Data analysis
  • Self-motivation
  • Virtual collaboration
  • Time management
  • Organizational skills
  • Adaptability
  • Leadership
  • Teamwork
  • Interpersonal skills
  • Conflict resolution
  • Creativity
  • Attention to detail
  • Active listening
  • Work ethic

Publications Presentations Awards

  • Sand-Fox: Autonomous Ground Vehicle for Navigation Based Surveillance and Tele-Operation Tasks, Presentation, Jordanian Royal Palace, Amman, Jordan, 04/01/13
  • Participant, Universities Robotics Competition (URC), Amman, Jordan, 02/01/13
  • Participant, Special Operations Forces Exhibition/Conference (SOFEX), Amman, Jordan, 05/01/12
  • Participant, Intelligent Ground Vehicle Competition- (IGVC), Detroit, Michigan, 10/01/12
  • 1st Place, Conference on Research and Student Projects, Amman, Jordan, 12/01/12
  • Published: Development of a Low-Cost Differential Drive Intelligent Ground Vehicle, Research paper, International Symposium on Mechatronics and its Applications (ISMA12), Oakland University, Detroit, MI, 11/01/12
  • Car2: UGV- 1st Place Presentation, Arab Robotics Conference, Amman, Jordan, 10/01/12
  • Research Presentation, Jordan Engineering Association Competition, Amman, Jordan, 10/01/12
  • 3rd Place Prize, Student Competition, Applied Scientific Research Fund, Amman, Jordan, 02/01/11

Languages

  • English
  • Arabic
  • German

Special Licensing

Commercial Driver’s License (CDL) with Tripples, doubles, Hazmat, Tanker Endorsements.

Professional Development

  • Toastmaster International, 01/01/25
  • Member in National Society of Professional Engineers (NSPE), 01/01/14
  • Member in Jordan Engineering Association (JEA), Amman, Jordan, 01/01/12
  • Caterpillar University – Business Value Proposition Course Certificate, Malaga, Spain, 01/01/14
  • Caterpillar University – Coach the Sale Course Certificate, Malaga, Spain, 01/01/14
  • Caterpillar University – Customer Experience Course Certificate, Malaga, Spain, 01/01/14
  • Caterpillar University – Consultative Selling Course Certificate, Malaga, Spain, 01/01/14
  • Caterpillar University – Negotiation Course Certificate, Malaga, Spain, 01/01/14
  • Caterpillar University – Opportunity Management Course Certificate, Malaga, Spain, 01/01/14
  • Member in Engineering Society LOGITECH, Heilbronn, Germany, 01/01/10
  • Member of GJU – IEEE, Amman, Jordan, 01/01/09

Timeline

Product service Specialist

CATERPILLAR, Inc.
08.2023 - 08.2025

Design Engineer

CATERPILLAR, Inc.
02.2023 - 08.2023

Product Service Engineer

HARVEY NASH, Inc.
11.2021 - 02.2023

Engineering Consultant

Self-employed
11.2015 - 11.2021

Product Support Engineer

Jordan Tractor and Equipment Co. Ltd (JTEC)-Jallad Group
02.2014 - 09.2015

Purchasing Engineer

Global Auto parts- Al-Hamshari Group Investment (HGI)
04.2013 - 02.2014

Consultant/Trainer

Golden Star Consulting
01.2013 - 04.2013

Engineering Trainee

King Abdullah Design and Development Bureau “KADDB”
07.2012 - 09.2012

Engineering Trainee

CLAAS Agrosystems GmbH &Co
03.2011 - 10.2011

Engineering Trainee

Jordan Airmotive (JALCO)
05.2010 - 07.2010

Software Engineer

Siemens
08.2007 - 04.2008

Bachelor of Science - Mechatronics Engineering

German Jordanian University

Associate of Applied Science - Mechatronics and machines system design

University of Heilbronn (Reinhold Würth Hochschule)