Technical Representative

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.
Level Extensive Experience:

•Demonstrated ability to demonstrate knowledge of the industry, mining or construction. •Facilitates creation of the ‘right’ products and services to resolve customer business issues.

• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

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.

Level Extensive Experience:

• Anticipates customers’ needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Participates in developing a variety of effective ways to deal with difficult customers.

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.

Level Working Knowledge:

• Demonstrated knowledge of Machine Technical.
• Explains the requirements, deliverables, costs, and criticalities of the assignment.
• Documents client’s objectives and project scope.

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 behaviors.

Level Extensive Experience:

• Ability to communicate with people from other countries , demonstrating advanced English level.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Employs appropriate methods of persuasion when soliciting agreement.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Extensive Experience:

• Communicates to clients regarding expectations of all parties.
• Participates in negotiating the terms of the business relationship.
• Creates opportunities to educate support teams on client priorities.

ROLE DEFINITION

Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

JOB DUTIES:

• 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 counseling 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.