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Product SupportJob 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 Building Construction Products (BCP) division has an exciting opening for a Machine Technical Service Representativededicated to supporting Milton CAT and H.O. Penn Machinery in the U.S. Northeast. 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:
Problem Solving Skills – Extensive experience: can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide-impact customer problems.
Service Excellence and Customer Focus – Extensive experience: 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 – Extensive experience: 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 Communication – Communicates well downward, upward, and outward; Adapts documents and presentations for the intended audience and provide feedback and coaching to others’ presentations.
Related experience in product support, quality and/or and engineering roles
Ability to travel within territory 50-70%
Must be willing to relocate to live in the territory if not already established in the territory.
Top Candidates Will Also Have:
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: NH, NY, MA, CT, RI
The selected candidate is required to reside within the service territory and will work from a home office when not travelling
This role covers two Caterpillar dealers: Milton CAT and H.O. Penn Machinery
How We Support You (Employee Benefits)
Our goal at Caterpillar is for you to have a rewarding career. We offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of a yearly bonus. Additional benefits include paid vacation days, paid volunteer days and paid holidays (prorated based upon hire date).
At Caterpillar, we believe each person is unique and valued, and are committed to ensuring that our workplace is diverse and representative of the many customers we serve around the globe. Different perspectives help us achieve our best work and come together to form a high-performing Caterpillar team that makes positive changes in the communities where we live and work.
Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.Posting Dates:
March 18, 2024 - March 31, 2024Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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