Parts & Service Consultant – Large Wheel loaders

Caterpillar Inc.•Decatur, IL

About The Position

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. This role is responsible for leading field escalations, customer downtime resolution, and aftermarket parts support for Large Wheel Loaders, Wheel Dozers and Compactors. The position serves as a critical link between dealers, factories, suppliers, and internal teams to ensure rapid resolution of high‑impact issues and sustained improvements in parts availability and customer uptime.

Requirements

Strong experience in Product Support, Aftermarket, Supply Chain, and/or Field Parts Support
Ability to manage high‑urgency, cross‑functional issues with significant customer impact
Deep understanding of parts availability, inventory, and dealer support models
Proven ability to work effectively across global teams and suppliers
Strong communication skills with comfort engaging dealers, leadership, and factories
Data‑driven mindset with ability to translate trends into actions
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.
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.
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.

Nice To Haves

Experience supporting Large Wheel Loaders, Compactors, or similar RI products
Familiarity with PSLD organization, USOs, and factory direct ship processes
Prior exposure to customer downtime or MEGA escalation environments

Responsibilities

Lead and resolve parts field escalations working with PSLD, suppliers and prime product facilities
Serve as the primary parts availability and escalation owner for assigned LWL/CMP product families
Coordinate direct shipments from factories and suppliers to minimize customer downtime
Analyze escalation trends (e.g., high‑variation demand vs historical demand) and drive stocking and process improvements
Partner closely with PSLD, Supply Chain, Manufacturing, and Quality to resolve material shortages, ship shorts, and supplier quality issues
Provide clear communication and recommendations to leadership on risk, status, and corrective actions
Support and influence dealer stocking strategies and aftermarket support readiness
Drive continuous improvement in escalation handling, material flow, and exception processes