Product Support Operations Specialist-Electric Power

Caterpillar•Lafayette, IN

About The Position

The Electric Power Key Accounts Product Support Operations Specialist supports strategic and managed accounts by ensuring Caterpillar dealers are prepared to execute commissioning and ongoing service requirements across 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 improve readiness and deliver a consistent customer experience. The specialist uses project and site data to anticipate commissioning schedules, technician capacity, training needs, and dealer readiness, helping build a scalable support model for growing accounts across sites and geographies. Caterpillar's Electric Power Division provides integrated solutions, parts, and services for commercial and industrial electric power customers. Its applications include backup power for hospitals, emergency power during natural disasters, and support for critical infrastructure such as data centers and municipalities. The division has more than 95 years of electric power experience and is committed to sustainable, reliable customer solutions. The position is based in Lafayette, Indiana, with an additional location in Irving, Texas, and requires up to 25% travel. Relocation and visa sponsorship are unavailable. The salary range is $97,530 to $146,290. Benefits are subject to plan eligibility, terms, and guidelines.

Requirements

Demonstrated commitment to understanding and meeting customer and dealer expectations.
Ability to research customer needs and develop solutions that support business objectives.
Ability to provide high-quality, timely, and professional support to internal and external customers and to resolve or escalate operational challenges.
Ability to provide basic operational guidance and explain program expectations, processes, and requirements.
Ability to collect and evaluate information, identify issues, and support decision-making through data analysis and problem assessment.
Clear and professional written and verbal communication skills, including the ability to prepare reports, presentations, and business correspondence.
Ability to adjust communication style to the audience and demonstrate active listening and interpersonal communication skills.
Ability to build and maintain productive working relationships with dealers, customers, and internal teams.
Ability to collaborate with partners and provide responsive operational support.

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 best practices from established dealers and standardize and replicate them 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 upcoming site schedules and generator commissioning activity.
Coordinate customers, dealers, and Caterpillar teams to ensure required resources are aligned before commissioning.
Help establish consistent dealer processes and expectations to deliver a repeatable, high-quality customer service experience.
Communicate with customers and stakeholders to understand evolving needs and use feedback to improve processes and service delivery.
Provide operational guidance and support to customers and business partners, including explaining program expectations, processes, and requirements.
Collect and evaluate information, analyze performance and operational issues, identify improvement opportunities, and escalate concerns as appropriate.
Develop reports, presentations, and business correspondence as needed.
Build productive working relationships with dealers, customers, and internal teams and support performance improvement efforts.