Product Support Rep

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.

Job Summary

As a Product Support Representative you will serve as a primary customer-facing point of contact delivering responsive technical and service support that strengthens customer experience retention and loyalty across the distribution & dealer network and direct accounts. You will also be responsible for ensuring customer satisfaction by providing technical assistance and troubleshooting service required to help restore product functionality and manage corrective actions and product improvements.

You will partner closely with customers distributors and internal stakeholders to understand requirements translate them into clear actions and ensure service capability network efficiency and consistent support across customer segments.

You will lead major issue coordination communicate status and resolution plans to customers and drive timely root-cause analysis and corrective actions through cross-functional collaboration.

Job Duties/Responsibilities may include but are not limited to:

• Strengthen distributor service capability by implementing service excellence programs assessing readiness and ensuring strong governance and follow-through.
• Promote and support customer service offerings (e.g. Perkins Hypercare and Perkins Platinum Protection) through the distribution network to improve uptime and customer confidence.
• Coordinate Product Support Territory Readiness (PSTR) to ensure product support preparedness for key customer projects and installations.
• Enable high-quality field support by coordinating technician training and certification delivery with the Perkins training team and distributor partners.
• Drive customer loyalty initiatives through the Perkins Net Loyalty Score (NLS) process; analyze feedback engage detractors and lead improvement actions with the network.
• Engage directly with customers and OEMs to understand operating needs provide guidance and ensure equipment is supported effectively throughout its lifecycle.
• Act as a liaison between distributors customers and Caterpillar/Perkins teams to align expectations coordinate support activities and resolve escalations.
• Apply company processes systems and methodologies to deliver consistent compliant and high-quality customer support.
• Own issue identification prioritization analysis and resolution for the assigned territory/discipline ensuring clear customer communication and timely closure.
• Conduct complex data-driven analysis to identify trends anticipate risks and recommend proactive actions that improve service performance.
• Deliver measurable results by managing priorities making timely decisions communicating effectively and proposing practical alternatives when needed.
• Identify opportunities to improve customer service experience and recommend actions such as training support agreements and process enhancements.
• Partner with distributors to evaluate service processes implement continuous improvement actions and share best practices.
• Support segment growth by contributing to NPI readiness warranty policy execution and service process improvements aligned to customer needs.
• Pursue ongoing professional development and continuous learning leveraging coaching and experience to broaden capability and impact.
• Stay current on industry and technology developments and translate insights into recommendations that support distributors and improve customer outcomes.
• Engaged with reps dealers and distributors to address technical queries and product issues in the field and remotely. Ensure both customer and dealer needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions.
• Manage product issues escalate priorities gather data support root cause investigations and leverage cross-functional experience to solve customer problems and communicate throughout. Provide technical expertise to troubleshoot engine issues and communicate corrective actions.
• Identify and lead process improvements to increase team efficiency quality and velocity. Provide technical guidance to the Service Engineering team for both complex issue resolution and technical product tool support.

What Skills You Will Have:

Customer Focus:

• Fosters strong customer relationships via delivery on commitments open communication and on-going feedback/improvement.
• Anticipates customer needs focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

Service Excellence:

• 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.
• Recovers from a service failure in a way that enhances customers esteem of the organization.

Collaborating:

• Demonstrates experience engendering collaborative processes that lead to problem solving and the achievement of business goals.
• Deemphasizes divides; focuses on collaboration across generations functions regions and levels.
• Implements methods for people to come together on the fly to make decisions solve problems and develop products/services.

Consulting:

• Applies experience to developing and executing multiple consulting assignments.
• Works with client to identify alternative solutions and associated pros and cons.
• Manages all aspects and phases of a consulting relationship.

Decision Making and Critical Thinking:

• Participates in documenting data ideas players stakeholders and processes.
• Recognizes clarifies and prioritizes concerns.
• Assists in assessing risks benefits and consideration of alternatives.

Effective Communications:

• Delivers helpful feedback that focuses on behaviours without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Looks for and considers non-verbal cues from individuals and groups.

Relationship Management:

• Participates in negotiating the terms of the business relationship.
• Conducts periodic reviews of work effort progress issues and successes.
• Maintains productive long-term relationships with clients or vendors.
• Creates opportunities to educate support teams on client priorities.
• Empowers others to establish collaborative healthy relationships.

Required Qualifications:

• College Degree or equivalent experience (10-15 years of relevant experience)
• Proven experience in customer facing role specially in service network and critical customer issue management.
• In-depth knowledge of industry trends and technology changes.

Desired Qualifications:

• Top candidates will also have MBA.

Additional Information:

• Up to 40% Travel Relocation (if needed)

Additional information: This position requires working onsite five days a week.

Posting Dates:

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

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