Technical Representative

at  Caterpillar

JOB SUMMARY

We have an exciting opportunity for a Technical Representative to join our mining team! In this pivotal role, you will assist with product problem management within an assigned territory or industry. Your goal is to maximize customer loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements. You will achieve this through appropriate and timely use of resources, including goodwill.

What you will do :

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.
• Drive and support Dealer Product Problem Management process.
• Building dealer’s technical capabilities to identify and repair product deficiencies.
• Providing technical guidance and counselling dealers on presentations designed to inform customers of service advantages.
• Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

SKILLS YOU WILL HAVE:

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.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Effective Communications: 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 behaviours.
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.

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.
• Drive and support Dealer Product Problem Management process.
• Building dealer’s technical capabilities to identify and repair product deficiencies.
• Providing technical guidance and counselling dealers on presentations designed to inform customers of service advantages.
• Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers