Understand you as our Customer

by New member Velu_N on ‎10-27-2011 06:35 AM

Getting the service experience right is as simple – or as complex – as creating and maintaining a relationship with you, our customers. At Caterpillar, we understand how important you are to us, and how important it is for us to take care of our customers. The difficult question is, “How?” Customer satisfaction, and beyond that, customer delight, is an awe-inspiring, ongoing initiative. Attaining it requires an energetic and adaptable strategy that emphasizes the customer’s voice.


Your feedback allows us to understand what drives customer satisfaction, loyalty, and, ultimately, business success.

Based on your feedback, Caterpillar Marine Power Systems deployed the Marine Service Assessment (MSA), a metric-based tool to benchmark our Dealer capabilities in order to provide a consistent, world-class service experience to our Marine customers around the globe. The MSA process allows our dealers to make continuous improvements based on qualitative metrics. In the last 2 years, we have deployed MSA to more than 100 dealer locations around the world.  


In the next step of our strategy, we intend to certify the MSA results of our marine dealers by a third party (Marine Classification Society).

As a customer, what you think?  Does this add value to you in the services provided by our certified dealers?

by Sam Bolotin
on ‎10-31-2015 01:06 PM

I would like to get a quote for C32 ACERT 1825 hp marine engine for Toledo Ohio

by Visitor RoyB
on ‎06-25-2016 11:55 AM

Recently bought a 2003 Cabo with 3126B/ 450HP. My temps on the anlogue gauges read 208-210.

Cat concierge tells me the normal range is 145 to 225. However, the CAT service manual that came with the boat indicates a range of 190-208.


Aftercooler, impeller and heat exchnager all have been serviced.


Should I be concerned?

Is there any value to installing a temp reg that opens bellow 208f?

by Contributor sebybrag
on ‎07-19-2016 07:50 AM


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by Candy
on ‎09-17-2017 03:19 AM

I am conducting the t&c of a vessel tomorrow and would like to seek urgent advice on the following :

Connected Remote control panel Is flashing error message "erratic, intermittent". Tested and started the engine with my ET tool and it works perfectly fine.

Can anyone expert out there help me out on this urgently?

Thank you so so so much!
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by New member Jonathan87
on ‎06-21-2018 03:50 AM

The Marine Service Assessment (MSA) was set up by Caterpillar and MSA have a worldwide Marine Service top dealer network in the relationship and with help of Germanischer Lloyd, to survey marine merchants, with the point of distinguishing upgrades that they can actualize to guarantee clients. The Marine Service Assessments (MSA) of its overall marine merchant organize. UK essay writers

by Visitor wi3670
on ‎06-26-2018 06:26 PM

hola comunidad,tengo una falla en un generador CAT 3306.la falla es la siguiente despues de que el generador esta en marcha a los 40 segundos aproximados la plaqueta de control manda señal de apagado,se cambiaron los sensores de pick up,los presostatos y los termostatos.alguna idea como avanzar para detectar la falla.gracias.

by New member demiphillips090
on ‎07-27-2018 06:32 AM

The Marine Service Assessment (MSA) was set up by Caterpillar and MSA have an overall Marine Service top merchant organize in the relationship and with help of Germanischer Lloyd, to review marine dealers, with the purpose of recognizing redesigns that they can complete ensuring customers. The Marine Service Assessments (MSA) of its general marine dealer sort out.


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by New member robertsmith7775
‎01-06-2019 04:33 PM - edited ‎01-06-2019 04:34 PM

The Marine Service Assessment (MSA) was set up by Caterpillar and MSA have an overall Marine Service top merchant organize in the relationship and with help of Germanischer Lloyd, 

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About the Author
  • I joined Caterpillar in 2001 in the Extended Service Coverage (extended warranty) department of Cat Insurance (division of Cat Financial). I have always loved the water, ships, boats and the challenges of this industry and moved to Caterpillar Marine Power Systems (CMPS) in 2007. I was fortunate to be able to work at CMPS Headquarters in Hamburg, Germany for 2 years and now reside at our Marine Center of Excellence in South Carolina, USA. As the Marine Parts Manager for Cat Marine Parts I am able to work cross functionally with our regional product support teams, our extensive dealer network, customers and bring this knowledge and customer expectations to Caterpillar's incredible resources to design new and innovative product support solutions to meet our customer expectations. This gives me great pride and enjoyment to meet and exceed your expectations and promote the Cat Marine Brand.
  • In 2005, I started my career at Caterpillar as an intern in Kiel, after that I worked as a student and then a temporary employee. I finally became a permanent employee in 2008, working at the Marine World headquarters in Hamburg. Through all these years I was supporting and leading Marketing projects from various areas, including Electronic Sales Tools, Shows, Novelties etc. By May 01, 2011 my job role changed to the current one. In this position I am leading several Electronic Marketing projects such as all Marine and Oil & Gas Social Media activities.
  • After around 10 years of good time in mineral & metal industry, the destiny has guided me through BMW, ThyssenKrupp to the Caterpillar station. At the moment I'm serving as a Six Sigma Strategy Black Belt in Caterpillar Marine Power System.
  • I joined the Caterpillar Team 2007 and worked in several positions most likely in Product Support. 2008 I passed the 6 Sigma Black Belt Training and has leaded various sales and process related projects. After the certification as a 6 Sigma Black Belt I joined the CMPS Product Support Team as a Global Marketing Representative.
  • A maritime academy graduate and a 17 year employee of Caterpillar with 25 years of marine experience, currently managing the Caterpillar Marine Power System Product Support Division representing all product health, product support, parts sales and distribution development activities for Cat and MaK brand marine engines.
  • Originally from Spain, I moved to Hamburg, Germany, in 2010 to write my Master’s Thesis in Industrial Engineering. Upon its completion, I had the opportunity to join Caterpillar Marine Power Systems as an intern at their headquarters. During this period, I supported, in various capacities, sales into the Cargo and European Inland Waterways markets, as well as Offshore Wind opportunities. I am currently working as a Junior Territory Sales Manager in the Europe, Africa, Middle East and CIS Sales Team.
  • Born in Brazil, Luiz joined the Caterpillar engine team in 1998 and has worked in different positions covering marine service, product application and sales. Currently he is a Black Belt under the Caterpillar Marine group.
  • A veteran of 12.5 years Naval service, in the U.S. Naval Nuclear Propulsion Program. 3.5 years as a Marine Application and Installation Engineer at a CAT dealership. I have been working for Caterpillar Marine Power Systems since 2008. My time at Caterpillar has been spent helping to develop global emissions solutions for 3500 marine engines.
  • I am the Asia Pacific contact for marine parts marketing. With marine customers being the most mobile group, with operations spanning the entire globe, there are always new challenges and learning opportunties to engage in. Life in marine is never boring!
  • I have been involved in sales and marketing of Caterpillar marine products for almost 45 years including 10 years in the U.K. where I worked on North Sea oil and gas projects. For the past 35 years I have various roles within the marine business of Toromont Cat where I have assembled a portfolio of Caterpillar and MaK powered new construction and repower projects including ferries, Great Lakes bulk-carriers and self-unloaders, Coast Guard vessels and pleasure craft. I admit that my knowledge has come from a hands-on approach to engine sales by wearing coveralls and a hard hat rather than a business suit. I am based in Toronto and am an active member of the C.I.Mar. E. Great Lakes Branch and participate in SNAME Great Lakes/Great Rivers meetings in the U.S.
  • I ensure that our Cat global dealer network has the tools required to support our Propulsion Solutions products including our Cat Three60 Precision Control.
  • I have been at Caterpillar for nearly 31 years. All this time has been related to Diesel engines, with the first 23 years in Fuel Systems, the next 3 in the Engine Center, and the last 4 here in Hamburg, Germany, as the Worldwide Demand Manager for Marine and Petroleum MaK engines. In this role, I touch many areas, from concept to delivery, from shipyard to factory. I work with Dealers, Sales Managers, Customers, Accountants, and Order Processors, all the way to the factory floor. Those who know me know that I wouldn’t have it any other way.
  • I am a Mechanical Engineer with 17 years of experience with Caterpillar Engine Products, currently working at Caterpillar Marine Power Systems Headquarters in Hamburg, Germany. I am responsible for product support and Dealer development, and support dealers in the United Kingdom, Ireland, the Mediterranean, and the Middle East.
  • I am a 33 year employee of Caterpillar and have focused on engines my entire career. For the last 18 years I have worked in the Marine group in various capacities. Since 2004 I have been the Global Marketing Manager for the Pleasure Craft segment, managing all trade shows, advertising, events, and NPI (New Product Introduction) launches.

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