Team Leader Quality Customer Liaison

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Title: Team Leader Quality Customer Liaison

Salary:  £19.72 p/h

Location: Shrewsbury, Shropshire

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.

About IPSD

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. 

Role Overview

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

• Acting as the single point of contact for customers on all quality‑related matters

• Coordinating customer and warranty investigations, ensuring activities are aligned and delivered effectively

• Leading and supporting a small team responsible for investigation support activities

• Working with technical experts to gather data, insight, and findings

• Translating technical information into clear, structured communication for the customer

• Ensuring a joined‑up internal response, aligning teams across Quality, Process, and Supplier Quality

• Driving timely resolution of issues, with a focus on root cause and permanent fixes

• Acting as the voice of the customer internally, ensuring customer expectations are understood and reflected in decision‑making

What You’ll Need

We are looking for someone who brings a strong customer‑first mindset and takes pride in doing the right thing for the customer.

You will:

• Have a genuine interest in understanding and representing customer needs

• Be able to coordinate multiple activities and stakeholders, keeping things aligned and moving forward

• Be confident communicating with both technical teams and customers, simplifying complex information where needed

• Take a structured approach to problem‑solving, with a focus on finding and addressing root cause

• Be organised, proactive, and comfortable working in a fast‑moving environment

• Demonstrate the ability to lead, guide, and support others in delivering consistent outcomes

Experience in manufacturing, quality, engineering, or customer‑facing roles would be beneficial, but attitude, ownership, and approach are equally important.

What This Role Offers

• The opportunity to act as the key interface between CAT Shrewsbury and our customers

• Involvement in end‑to‑end quality and warranty investigations

• Exposure to cross‑functional teams across Engineering, Quality, and Operations

• A chance to lead a small team and influence how we deliver customer‑focused outcomes

• The opportunity to shape how we build trust and confidence with our customers

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting. #LI

This job is subject to U.S. and U.K. rules concerning the export and protection of controlled or protected technologies or information, including, but not limited to, U.S. State Department regulations at International Traffic in Arms (ITAR), 22 C.F.R. 120 et. seq.; the Export Administration Regulation, 15 C.F.R. 730-774; and the Foreign Assets Control Regulations, 31 C.F.R. 500-598, and the United Kingdom Official Secrets Act 1989 (collectively, “Export Control and Protection of Information Laws”), and you may be subjected to additional security screening / checking.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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