Senior Technical Support Representative

Caterpillar has an exciting opportunity to join our Building Construction Products (BCP) division as a Senior Technical Support Representative for the eastern Canada region.In this role your will work with dealer Technical Communicators Shops and Service Managers to review product problems and help with customer loyalty while minimizing the commercial impact of customer complaints related to products applications and maintenance requirements thru appropriate and timely use of resources.

What Youll Do

• Provide 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.

• Build dealers technical capabilities to identify and repair product deficiencies.

• Provide technical guidance and counsel to dealers on presentations designed to inform customers of service advantages. Mentor team members on communication problem solving and sharing technical expertise.

• Direct dealers in managing Product Improvement Programs costeffectively 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 Have (Core Skills)

• Extensive customer focus experience including field facing/dealer experience where youve demonstrated your knowledge of the values and practices that align with customer (internal and external) and dealer needs with satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

• Extensive experience in technical and service excellence that demonstrates your understanding of Caterpillar technologies and ability to provide solutions to technical challenges coupled with the ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

• Extensive experience where you have demonstrated your understanding of effective communication concepts tools and techniques including listening and presentation skills.

• Expertise in problem solving demonstrated through your depth of knowledge and application of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems.

• A bachelors degree from an accredited college or university or equivalent role relevant experience.

• Two or more rotations as a Caterpillar field representative or several years experience shop experience working with dealers leading to extensive service knowledge/capabilities.

Additional Details

• Location: Toronto ON Canada

• This position requires up to 50 domestic and international travel

• A company vehicle and cell phone stipend are provided

• The selected candidate must reside in or near Toronto to comply with going into the office on a regular basis when not traveling

• Domestic relocation assistance is available for this position

• Visa sponsorship is not available

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical dental vision RX and Pension) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).