Product Support Operations Representative

Caterpillar•Mossville, IL

1d•Onsite

About The Position

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. Product Support Operations Representative Your Work Shapes the World Whether it is groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With 100 years of legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe. When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce, Caterpillar could not effectively meet our customers’ needs. Join us. Role Description: The Product Support Operations representative will provide commissioning, AI, service support, and direct customer support for Caterpillar's Datacenter Aftertreatment business. This role will cover both diesel and gas aftertreatment systems and primarily focus on developing the tools and information needed for our dealers and customers to be successful with new products and services.

Requirements

Customer Focus: Working 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: Working 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.
Collaborating: Working knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Consulting: Working knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking : Working knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Working Knowledge and 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: Extensive 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.
Relationship Management: Working knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Dealer Partnership and Performance experience
NPI Product Support – development and deployment
Bachelor’s degree in accreted Engineering curriculum or technical degree
Prior experience in product support role
Prior experience in customer‑facing field engineering roles that combine technical problem‑solving with on‑site support, training, and deployment of new products and technologies.
Experience with creation and marketing of technical documents

Responsibilities

Prioritizes development activities with dealers and accesses resources to support.
Ensure adequate capability and capacity are in place at the dealers to deliver services growth.
Cultivating and maintaining ongoing customer relationships.
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.