Product Support Operations Representative

at  Caterpillar

DESIRED SKILLS AND EXPERIENCE:

• Customer Focus
• Problem Solving and Project Management
• Service Excellence
• Consulting
• Collaborating and ability to work independently and being a team player
• Decision Making and Critical Thinking
• Relationship Management
• Effective communications and negotiation skills
• Must be willing to travel up to 30%.
• Prior experience in field assignments, product support related roles, or dealer facing positions is beneficial

CAREER & DEVELOPMENT:

Your career and development are important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar.
If you can meet the above requirements and are looking for an exciting and rewarding career, please apply today.

JOB DUTIES:

• Liaison among dealers, customers and other Caterpillar personnel.
• Being familiar with the company’s processes, systems and methodologies. Incumbent is accountable for identification, analysis and resolution of service needs and problems in assigned discipline/district.
• Perform complex analysis work, identifies and resolves problems that are more strategic in nature. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and communicate effectively.

PRIMARY ROLES OF THE SUCCESSFUL INDIVIDUAL INCLUDE BUT NOT LIMITED TO:

• Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
• Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions).
• Conduct detailed analyses of dealer Parts and Service operations via excellence programs with special emphasis on streamlining processes and improving dealer capability, capacity and profitability.
• Assist with process evaluation and dealer participation in Caterpillar improvement programs.
• Apply decisions to support dealer effectiveness, safety, overall segment growth, process improvement, warranty policy.
• Support rollout of new products and services (e.g., products, parts, customer service agreements, other service solutions)
• Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.