Product Service Consultant

Caterpillar•Peoria, IL

5h•Onsite

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. Caterpillar’s Earthmoving division is hiring a Product Service Consultant ! As a Motorgrader Product Service Consultant you will lead the Motorgrader tier 2 dealer solutions network (DSN) process. This position is pivotal in ensuring customer satisfaction by providing top-notch service, technical assistance, and troubleshooting expertise needed to restore product functionality.

Requirements

Customer Focus: Proven ability to collaborate directly with customers, dealers, and field representatives to gather insights and improve product performance.
Effective Communications: Excellent communication, facilitation and relationship management skills with the ability to build trust and credibility with people in and outside the organization.
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.
Motor Grader product knowledge and or DSN process knowledge.
Problem Solving: Working 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

Prior experience working with motor graders and/or DSN support
Strong Mechanical aptitude, from a degree or trade background
Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers
Self-starter with a pro-active mindset, taking initiative to tackle challenges and drive effective solutions forward

Responsibilities

Dealer Advocate: Main contact for field reps and Caterpillar dealers for addressing technical queries and product issues. Ensure both customer and dealer needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions.
Service Excellence: the primary technical liaison between Caterpillar and Dealers utilizing the Caterpillar DSN system. Manage product issues, escalate priorities, gather data, support root cause investigations, and leverage cross-functional experience to solve customer problems and communicate throughout.
Continuous Improvement: Identify and lead process improvements to increase team efficiency, quality, and velocity. Provide technical guidance to the Service Engineering team for both complex issue resolution and technical product tool support.