Senior Service Technology Consultant

Caterpillar Inc.•Peoria, IL

20h•$128,470 - $192,710•Onsite

About The Position

The Senior Service Technology Consultant works directly with Caterpillar dealers and customers to understand their service operations and identify opportunities to improve support delivery. The role leverages Remote Service and other TIS tools to reduce downtime, improve technician efficiency, and resolve customer issues. It brings dealer and customer feedback into product development and collaborates with business partners to ensure new features address real-world problems, provide an intuitive user experience, and encourage adoption. The position is based onsite in Peoria, Illinois, and requires domestic travel of up to 50%. It is onsite five days a week, with no hybrid or remote schedule option. Relocation assistance and U.S. work sponsorship are not offered.

Requirements

Knowledge of customer-focused values and practices, and ability to use customer needs and satisfaction considerations to create customized solutions.
Knowledge of data gathering and analysis tools, techniques, and processes, and ability to objectively collect and synthesize information from varied stakeholders and sources.
Knowledge of consulting techniques, roles, and responsibilities, and ability to provide technical or business guidance to internal and external clients.
Understanding of effective communication concepts, tools, and techniques, and ability to transmit, receive, and accurately interpret information and needs.
Knowledge of problem-solving approaches, tools, and techniques, and ability to recognize, anticipate, and resolve organizational, operational, or process problems.
Knowledge of relationship management techniques and ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Experience working within or closely with dealer service operations and technicians.
Strong understanding of customer support, machine uptime, and technician efficiency.
Demonstrated ability to influence change and drive adoption of new processes or technologies.
Strong communication skills and ability to work across technicians, dealers, customers, business partners, and development teams.
Ability to translate real-world dealer and customer feedback into product needs and opportunities.
Comfort with ambiguity and change as Remote Service capabilities and dealer needs evolve.
Strong interpersonal skills and ability to build relationships across a wide range of personalities, roles, and experience levels.

Responsibilities

Provide Remote Service product and application expertise to help dealers improve service operations, technician efficiency, and customer experience.
Represent Remote Service at dealer engagements, industry events, conferences, and other customer-facing opportunities.
Partner with dealers and DSD teams to promote a remote-first mindset and identify opportunities to resolve issues faster, reduce downtime, and potentially avoid unnecessary technician travel.
Gather Voice of Customer, dealer, and business feedback and translate those insights into product needs.
Partner with business owners to shape Remote Service capabilities that address real-world problems and deliver a strong user experience.
Support new feature pilots and field validation, and bring the resulting learnings back into the development process.