Product Support Operations Specialist-Electric Power

Caterpillar Inc.•Lafayette, IN

7d•$97,530 - $146,290

About The Position

The Electric Power Key Accounts Product Support Operations Specialist supports strategic and managed accounts by preparing Caterpillar dealers to carry out commissioning and ongoing service requirements at new and expanding customer sites. The role works across customers, Caterpillar teams, and the dealer network to plan commissioning resources, onboard and develop dealers, and establish consistent execution standards. It identifies best practices from experienced, high-performing dealers and applies them to new dealers and sites to accelerate readiness and provide a consistent customer experience. The specialist also uses project and site data to anticipate commissioning schedules, technician capacity, training needs, and dealer readiness, helping build a scalable dealer support model as accounts expand across sites and geographies. The primary location is Lafayette, Indiana, with an additional location in Irving, Texas. Travel is up to 25%. Relocation and visa sponsorship are not available. The role is within Caterpillar's Electric Power Division, which provides integrated solutions, parts, and services for commercial and industrial electric power customers worldwide.

Requirements

Demonstrate commitment to understanding and meeting customer and dealer expectations.
Research customer needs and develop solutions that support business objectives.
Use customer feedback to improve processes and service delivery, and maintain regular stakeholder communication.
Provide high-quality support to internal and external customers and respond promptly and professionally to requests and issues.
Escalate and resolve operational challenges in a timely manner.
Provide basic operational guidance to customers and business partners and explain program expectations, processes, and requirements.
Collect and evaluate relevant information, identify issues requiring action, and support decisions through data analysis and problem assessment.
Communicate clearly and professionally in written and verbal formats, including preparing reports, presentations, and business correspondence as needed.
Build and maintain productive working relationships with dealers, customers, and internal teams.

Nice To Haves

Experience supporting dealer networks, customer service, business operations, or performance improvement initiatives.
Strong organizational and analytical skills.
Ability to interpret performance data and identify improvement opportunities.
Experience in a customer-facing or dealer-facing environment.
Strong verbal and written communication skills.
Ability to collaborate with cross-functional teams and external partners.
Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint.

Responsibilities

Coordinate commissioning resources and dealer readiness for new and expanding strategic and managed account sites.
Lead dealer onboarding and readiness activities for customer-specific commissioning and service requirements.
Identify, standardize, and replicate best practices from established dealers across new dealers and sites.
Work with dealers to identify capability gaps and develop plans for technician readiness, training, tooling, and support.
Use new-site and project data to anticipate demand and develop commissioning schedules and resource plans.
Forecast technician requirements and training needs based on site schedules and generator commissioning activity.
Coordinate with customers, dealers, and Caterpillar teams to align resources before commissioning.
Help establish consistent processes and expectations across dealers to provide a repeatable, high-quality customer service experience.