Machine Technical Service 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.

Caterpillars Building Construction Products (BCP) division has an exciting opening for a Machine Technical Service Representative dedicated to supporting Caterpillar dealers across the states of Michigan and Indiana. If traveling to dealer sites to be hands-on with Caterpillar machines in the field sounds appealing apply today!

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

What You Will Do:

• Drive and support Dealer Product Problem Management process; including in 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 complaints ensure customers receive fair value and promote additional customer touch points and future sales in concert with dealer personnel.

• Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages. Mentor 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.

• Provide input to Service Operations Specialists for shop operations service process improvements and systems to help dealers achieve higher service quality and improve profitability.

What You Have (core Skills):

• Problem Solving Skills: Can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide-impact customer problems.

• Service Excellence and Customer Focus: Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Can anticipate 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 outward; Adapts documents and presentations for the intended audience and provide feedback and coaching to others presentations.

Top Candidates Will Also Have:

• Related progressive experience in product support quality and/or and engineering roles

• Prior field based or dealer facing experience

• Technical knowledge or experience troubleshooting construction equipment product issues

• Demonstrated ability to work independently and on complex technical assignments

• Knowledge and/or experience working with dealerships and dealer networks in service engineering capacity

• Project management and consulting skills

• Knowledge and understanding of how CAT machines operate

Location & Territory Details

• This role travels frequently to dealer locations (50-70%) in the following states: Michigan and Indiana

• Location of position: USA - IN - Fisher - Indianapolis District Office

• When not traveling the role will be expected to work from the district office

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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