Jonathan Wilson

Technical & Analytical Contributions Communication & Stakeholder Management Process, Quality & Continuous Improvement

Core Responsibilities

• Provide Tier‑2 technical support to global dealers for electric power generator sets (diesel and gas), including standby, prime, rental, and paralleling applications.
• Manage complex Dealer Support Network (DSN / PSCRM) cases from initial investigation through to resolution, ensuring timely and defensible responses. [office.com]
• Analyse Product Status Reports (PSRs), event logs, and controller configuration files to diagnose electrical, control, and system‑level faults.
• Support troubleshooting across multiple control platforms including GCCP, EMCP, DSE controllers, AVRs, and engine ECMs.
• Act as a technical interface between dealers, field service teams, engineering, quality, and manufacturing to resolve product and application issues.
• Review and interpret wiring diagrams, schematics, and TMI/SIS documentation to validate installations and configurations.
• Provide guidance on regulatory and application compliance, including voltage/frequency limits, protection settings, and parallel operation.
• Support start‑up, commissioning, and post‑installation issues, including intermittent and difficult‑to‑replicate faults.

Technical & Analytical Contributions

• Identify root cause of complex electrical and control issues by correlating event timelines, protection logic, and real‑world operating conditions.
• Develop clear, structured dealer action plans and corrective recommendations based on evidence and configuration review.
• Advise on controller and protection settings (e.g. voltage, frequency, load sharing, alarm arming delays) to prevent nuisance trips and downtime.
• Support resolution of overvoltage, undervoltage, frequency, synchronization, excitation, and communication issues.
• Evaluate whether issues are config‑driven, application‑driven, or hardware‑related, avoiding unnecessary component replacement.

Communication & Stakeholder Management

• Produce professional, customer‑facing technical explanations translating complex control logic into clear conclusions and actions.
• Regularly communicate with dealer engineers, service managers, and internal stakeholders across multiple regions.
• Escalate cases appropriately to Product Health / Engineering with well‑documented technical evidence.
• Contribute to internal knowledge sharing, training sessions, and best‑practice discussions within the EP Customer Services team.

Process, Quality & Continuous Improvement

• Ensure all case responses are technically accurate, defensible, and aligned with Caterpillar policies.
• Identify repeat issues and feed insight back into product support, service documentation, and training.
• Support continuous improvement by highlighting recurring configuration or application risks seen in the field.
• Maintain high standards for response quality, clarity, and professionalism under time‑critical conditions.

• Assisted in resolving customer issues through process investigation and analysis.
• Supported customer interactions to address concerns with urgency, promoting team collaboration and effective root cause identification.
• Monitored performance metrics for aftermarket spare parts.
• Troubleshot defective components and materials from suppliers.
• Reviewed warranty claims for trends and investigated operational issues.
• Managed relationships with 10 dealers, travelling to sites to investigate field-related issues.
• Conducted inspections of parts, materials, and machines to ensure compliance with quality standards.
• Performed internal audits in accordance with ISO 9001:2015.
• Contributed to development of plans supporting global quality management systems.

• Resolve customer issues through thorough process investigation and analysis.
• Facilitate team efforts to ensure effective customer interaction and root cause identification.
• Monitor ppm performance metrics for aftermarket spare parts.
• Troubleshoot defective components and materials from suppliers.
• Analyse warranty trends and operational issues to approve claims.
• Coordinate with 10 dealers and travel on-site to investigate field-related issues.
• Inspect parts, materials, and machines for compliance with standards.
• Conduct internal ISO-9001-2015 audits.
• Develop plans to support global quality management systems.

• Facilitated communication between production teams and technical services department.
• Assisted in stop to fix process as part of rapid response team.
• Supported health and safety investigations and contributed to design and implementation of improvements.
• Identified and documented process and workmanship deficiencies across all products.
• Updated quality documentation including manufacturing and test instructions.
• Compiled daily quality reports and communicated performance at process improvement dialogue meetings.
• Raised continuous improvement cards for recurring quality issues.
• Conducted root cause corrective analysis activities on a weekly basis.

• Support team members to be successful at meeting safety requirements, quality level, time requirements and performance goals.
• Train new team members with on the job training.
• Fill in for other Team Leaders and Members as required (trained and capable of running operations in own assigned area).
• Identify quality, staffing, safety and production issues and bring them immediately to the attention of the Section Manager.
• Respond to ANDON calls and dispatch support resources as needed.
• Be accountable for each operations metric accuracy and timeliness of reporting.
• Partner with Section Manager in implementation of changes needed to achieve future Value Stream Map.
• Responsible for generating and working Continuous Improvement ideas for all and ideas related to assigned area.
• Participating in Rapid Improvement Workshops for assigned area of responsibility.
• Monitor and audit performance compared to Standard Work, Significant Control Points and Area Indicators.
• Assist with creating, training and implementing Standardized Work Processes and documentation.
• Collect data and update metric boards as needed.
• Participate in Process Improvement Dialogues at cell level.
• Analyze daily production reports from SAP and report to Section/Group Manager.
• Lead start of shift meetings reporting on key area; people, quality, velocity and cost.

• Assembling looms (wiring harnesses), control panels, and other components of generator sets.
• Work from prints and work instructions to produce components of and/or generator sets.
• Performs routine functionality test on control panels, analyses malfunctions and makes repairs.
• Performs touch up painting on sub-assemblies, engines, canopy assembly and other components.
• Assist in the calibration and repair of measuring equipment.
• Input data into pre-developed databases and record collection analysis and reporting.
• Training other employees when required.
• Appointed Health and Safety Representative requiring me to:
• Investigate possible hazards and dangerous incidents
• Carry out regular inspections of the workplace
• Take part in workplace risk assessments/SFMEA
• Attend weekly safety reviews with senior management and report back to relevant staff.
• Monitor the use of PPE.