Pre-Field Rep- Product Support Operations Rep

at  Caterpillar

SKILL DESCRIPTORS

Customer Focus : Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communication: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Problem Solving : Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service ‘value’ and to differentiate support offerings that address clearly understood customer needs.

BASIC REQUIREMENTS:

• Bachelor´s degree in Engineering.
• 1 to 2 years of previous experience in Customer Support, preferably in Construction, Mining or Technology Industry.
• Strong technical aptitude and ability to understand product functionalities.
• English Advanced

ROLE DEFINITION

As a Product Support Operations Representative, you will be a vital part of our dealer development team. Responsible for ensuring our customers receive exceptional services and assistance. You will work closely with our Dealer Network to address their inquiries and provide timely solutions .

RESPONSIBILITIES:

• Incumbent is accountable for identification, analysis and resolution of service needs and problems in assigned discipline/district.
• Position performs complex analysis work, identifies and resolves problems that are more strategic in nature.
• Identifying and implementing performance gap solutions.
• Consulting with dealers on process improvement methods, assisting with process evaluation and dealer participation in Caterpillar improvement programs.
• Apply knowledge of products, technology, industry, and product support, in support of Caterpillar, dealer and customer expectations and needs.
• Advising on existing and potential customer service issues and improvement measures by analyzing and reporting on commercial impact of product problems.