Service Support Technical Representative - Customer Solutions Core Regions (CSCR)

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Caterpillar’s Customer Solutions Core Regions (CSCR) Division is seeking a highly engaged self-starter to join our CI Core Pacific West Team as the Service Support Technical Representative for CI Core prime machines (formerly Global Construction & Infrastructure, GCI), dedicated to supporting Caterpillar dealers.  If traveling to customer sites with dealers to be hands-on with Caterpillar machines in the field sounds appealing, apply today! 

Role Summary:  This role will have responsibility for working hands-on with construction equipment, customers, and dealers; this role consults on machine product problem management within an assigned service territory for Caterpillar machines.  This is a dealer and customer-facing assignment where technical aptitude partnered with strong decision-making and customer service skills are the keys to success.

About Customer Solutions Core Regions Division

The Customer Solutions Core Regions Division is committed to solving customer challenges that extend beyond purchasing machines and parts.  This team – alongside dealers— will engage more closely with customers to create, customize, and adapt solutions to meet their needs by leveraging the extensive range of offerings across products and services, digital and technology, rental and used, and financing.  The division is regionally focused on the unique needs of customers in the Core Regions, which is comprised of Americas North, Europe, Japan, Australia, and New Zealand. This role is North American focused. 

What You Will Do (Job Duties):

• Drive and support Dealer Product Problem Management (DPPM) process; including proactively identifying and resolving complex technical product issues, failure analysis, identifying interim technical solutions, communicating with engineering, and goodwill decisions to maximize customer experience
• Regularly interface with dealers and customers to minimize the commercial impact of customer dissatisfaction, ensure customers receive fair value and promote additional customer touch points for future sales in concert with dealer personnel
• Provide technical guidance and counsel dealers with 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 end-users of Caterpillar machines in partnership with Cat dealers
• Provide input to Service Operations Specialists for shop operations, service process improvements, and dealer systems to help dealers achieve higher service quality and improve profitability
• Mentor team members on communication, problem solving, and sharing technical expertise

What You Need (Core Skills): 

• Problem Solving and Critical Thinking Skills:  Analyzes and synthesizes information to devise alternative resolution strategies.  Resolves critical or wide-impact customer problems
• Service Excellence and Customer Focus:  Ability to meet or exceed customer needs, expectations, and provide excellent service in a direct or indirect manner.  Anticipates customer needs and proactively satisfy 
• Product Technical Knowledge:  Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.  Construction equipment/heavy machinery experience (hands-on or job in industry)
• Effective Communications:  Communicates well downward, upward, and across peer group(s).  Adapts documents and presentations for the intended audience; provides feedback and coaching to others’ presentations

Top Candidates Will Also Have (What Will Put You Ahead): 

• University degree in engineering and/or related progressive work experience in product support, quality, or engineering roles
• Prior field based or dealer facing experience or direct customer interaction
• Technical knowledge or experience troubleshooting construction equipment product issues
• Demonstrated ability to work independently on complex technical assignments