Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L Cat® and Perkins engines that power over 5000 applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future.
We are looking to recruit a Customer Quality Liaison to play a key role in strengthening how we work with our customers and manage quality-related activities at CAT Shrewsbury. This role sits within the Quality Pillar and will act as the central point of contact between the site and the customer, ensuring that all quality concerns, investigations, and communications are handled in a coordinated, clear, and professional manner. You will work closely with technical teams across Quality, Process, and Supplier Quality, while leading a small team that supports investigation activity. The role is focused on ensuring that the customer experience is consistent, transparent, and built on trust.
Key Responsibilities
- Act as the single point of contact for customers on all quality-related matters
- Coordinate customer and warranty investigations, ensuring activities are aligned and delivered effectively
- Lead and support a small team responsible for investigation support activities
- Work with technical experts to gather data, insight, and findings
- Translate technical information into clear, structured communication for the customer
- Ensure a joined‑up internal response, aligning teams across Quality, Process, and Supplier Quality
- Drive timely resolution of issues, focusing on root cause and permanent fixes
- Act as the voice of the customer internally, ensuring customer expectations are understood and reflected in decision‑making
- Involve in end‑to‑end quality and warranty investigations
- Expose to cross‑functional teams across Engineering, Quality, and Operations
- Lead a small team and influence how we deliver customer‑focused outcomes
- Shape how we build trust and confidence with our customers
- Have a genuine interest in understanding and representing customer needs
- Coordinate multiple activities and stakeholders, keeping things aligned and moving forward
- Communicate confidently with both technical teams and customers, simplifying complex information where needed
- Take a structured approach to problem‑solving, focusing on finding and addressing root cause
- Be organized, proactive, and comfortable working in a fast‑moving environment
- Lead, guide, and support others in delivering consistent outcomes
Qualifications
Experience in manufacturing, quality, engineering, or customer‑facing roles would be beneficial, but attitude, ownership, and approach are equally important.
Benefits
- 25 days annual leave
- Up to 6% bonus
- Contributory pension scheme – Caterpillar will double the employee’s contribution up to 10%
- Contributory share scheme – Caterpillar will match 50% of the employee’s contribution
- Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase
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