Prioritized Service Event (PSE) Specialist

Altorfer•Cedar Rapids, IA

18d

About The Position

The Prioritized Service Event (PSE) Specialist evaluates, prioritizes, and routes incoming PSE opportunities to the appropriate sales representative to support customer engagement and profitable parts and service growth. The role works across Product Support Sales, Service Operations, Marketing, and Caterpillar to improve opportunity quality and effectiveness. The specialist reviews opportunities for accuracy, completeness, and potential value; filters out duplicates, outdated opportunities, and low-value prospects; and prioritizes qualified leads based on customer potential, urgency, machine population, and revenue impact. The role tracks follow-up and opportunity progress, maintains CRM and Caterpillar reporting records, and produces reports on lead volume, conversion rates, closed sales, and performance. It also gathers feedback, identifies trends, recommends improvements, and supports product support sales initiatives, campaigns, and targeted growth programs. The position works primarily in an office environment, Monday through Friday, 8:00 a.m. to 5:00 p.m. Up to 20% travel may be required.

Requirements

At least 3 years of experience in product support sales, service operations, customer support, marketing, or sales administration.
Experience with CRM systems and sales reporting tools.
Excellent organizational and time management skills.
Strong verbal and written communication abilities.
Ability to analyze data and make informed business decisions.
Knowledge of Caterpillar Product Support Excellence (PSE) programs and systems.
Familiarity with dealer business systems, equipment telematics, and product support sales processes.
Advanced Microsoft Excel, Power BI, and CRM reporting capabilities.
Ability to work independently while coordinating cross-functional teams.
Valid driver's license with a clean driving record: no more than two minor violations within the past 3 years and no major violations within the past 5 years. A Motor Vehicle Report will be performed on the final candidate.
Ability to walk, bend, lift up to 20 pounds, and wear appropriate safety equipment when needed.

Responsibilities

Assign qualified PSE opportunities to the appropriate Product Support Representative, Inside Sales Representative, or Sales Representative based on territory, customer ownership, and opportunity type.
Distribute opportunities in a timely manner to maximize customer engagement.
Monitor opportunity progress and ensure follow-up activities are completed.
Maintain accurate records in CRM and Caterpillar reporting systems.
Develop and distribute reports on lead volume, conversion rates, closed sales, and opportunity performance.
Identify trends and recommend improvements to lead quality and sales effectiveness.
Serve as the primary liaison between Caterpillar, Product Support Sales, Service Operations, and Marketing regarding PSE opportunities.
Gather feedback from Product Support Representatives and service teams regarding lead quality.
Work with Caterpillar and internal stakeholders to improve lead selection criteria and opportunity effectiveness.
Support product support sales initiatives, campaigns, and targeted growth programs.
Review and evaluate opportunities for accuracy, completeness, and potential value.
Filter opportunities to identify qualified, actionable leads and eliminate duplicates, outdated opportunities, and low-value prospects.
Prioritize opportunities based on customer potential, urgency, machine population, and revenue impact.
Perform other duties as assigned.