Product Support Operations Representative

Caterpillar Inc.

4d•$112,710 - $169,060•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. When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work 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 & Service Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. Job Summary: The Parts & Service Operations Representative (PSOR) plays a critical role in ensuring that dealers have the right Parts and Service capabilities to deliver the exceptional customer experience expected by the organization. This position is responsible for driving dealer performance by setting clear parts and service expectations, monitoring progress, alignment, and providing strategic support to close performance gaps. The PSOR works closely with dealers to identify areas for improvement and develop structured action plans that align with organizational standards. Project management is a key component of this role, as the PSOR governs the execution of improvement initiatives, tracks progress and ensures timely delivery of results. Success in this position requires strong relationship-building skills and the ability to engage in crucial conversations that influence dealer behavior and drive change. In addition to execution excellence, the PSOR must demonstrate strategic thinking to prioritize initiatives and deliver sustainable improvements in dealer performance. This role demands a balance of analytical capability, interpersonal effectiveness, and operational discipline to ensure that every dealer meets or exceeds the expected customer experience standards.

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.
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.
Decision Making and Critical Thinking: 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: 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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Bachelor’s degree, preferably in Mechanical or Industrial Engineering.
Technical Expertise: Previous experience in operations (workshop, dealer, factory).
Previous experience in service and site performance.
Experience with large-scale and dealer operations.
Preferred previous experience with logistics.
Project Management/PMO experience; Six Sigma and/or continuous improvement expertise.
Business & Analytical Skills: Financial and business acumen.
Strong analytical and problem-solving capabilities.
Ability to develop proposals, set vision, and drive accountability.
Customer & Relationship Management: Proven experience engaging with customers and building trust.
Influencing and relationship-building skills across all levels.
Strong communication and collaboration abilities.
Willingness to travel and work onsite, comfortable on shop floors.
Soft Skills: Resilient under pressure with a collaborative mindset.
Curious and willing to ask challenging questions.
Skills at establishing rapport before driving change.

Responsibilities

Ensure dealers deliver the best customer experience and enable services growth by focusing on continuous improvement in the following areas:
Lead Operational Excellence, ensure deployment, develop improvement action plans, set targets, and lead governance.
Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience.
Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center (CRC), Safety and Repair Options.
Continuously improving service operations with high customer experience such as Customer Value Agreement Accuracy, Work in Progress (WIP), Service and Warranty dealer processes.
Lead Parts Operations improvements ensuring optimum customer availability measured by On Time in Full Parts availability.
Implement parts planning process with dealers; complete warehouse assessment action plan and increase planning through future planning actions such as Future Dated Orders.
Develop and govern execution of the dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps).
Develop and govern Capability and Capacity plan, ensuring dealers have plans to recruit and train technicians and service tooling in place to deliver on growth commitments.
Lead key Caterpillar strategic initiatives such as:
Support new Caterpillar initiatives (SIS2.0, SIS2GO, remote services, SOC, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience.
Assist dealers in business planning including counseling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
Other duties as assigned by Caterpillar management from time-to-time.