Sr Technical Support Representative

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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.

Important:
-Dont forget to include a resumé in English in your profile in Workday
-Please frequently check the email associated with your application including the junk/spam as this is the primary correspondence method. If you wish to know the status of your application please use the candidate log-in on our career website as it will reflect any update s to your status.

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.

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 dealers technical capabilities to identify and repair product deficiencies.

• Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages. Mentoring team members on communication problem solving and sharing technical expertise.

• 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.

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

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.

Basic Requirements:

• Bachelors degree

• Advanced English

• Knowledge of the mining industry

• Technical knowledge of machines / equipment

• Experience in customer-facing product support or service roles

• Ability to work with dealers and/or customers

Top Candidates Will Also Have:

• Demonstrated technical knowledge of mining machines

• Experience working with Caterpillar dealers or similar networks

• Experience in Product Support troubleshooting or Product Problem Management

• Ability to influence and collaborate across internal and external stakeholders

Additional Information

• This role requires approximately 50% domestic and international travel including visits to remote mine sites and dealer locations.

• This position will be based in either Antofagasta or Santiago.

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Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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