Product Support Operations Representative

Caterpillar Inc.•Boise, ID

2d•$112,710 - $169,060•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. Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. As the Product Support Operations Representative for the Pacific West District, you will work with Caterpillar dealers to drive the strategy development and execution for parts and service operations, ensuring alignment with enterprise long-term goals and supporting services growth objectives.

Requirements

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.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative 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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Responsibilities

Work with Caterpillar dealers to improve parts and service operations performance aligned to Caterpillar strategy and objectives.
Identify and prioritize dealer development opportunities, addressing gaps in processes, training, and workforce capacity.
Assess performance against key capabilities and services commitments, driving actions to improve consistency and customer experience.
Collaborate with internal teams to connect dealers with the resources, tools, and training needed to close performance gaps.
Lead performance discussions with dealer leadership to elevate underperforming locations and ensure territory-wide alignment.
Build strong relationships with dealers, acting as a trusted advisor to support operational and services growth.