Service Support Technical Representative - Customer Solutions Core Regions (CSCR)

Caterpillar Inc.•Idaho, ID

8d•$112,710 - $169,060•Hybrid

About The Position

Caterpillar's Customer Solutions Core Regions (CSCR) Division is seeking a highly engaged self-starter to join our CI Core Pacific West Team as the Service Support Technical Representative for CI Core prime machines (formerly Global Construction & Infrastructure, GCI), dedicated to supporting Caterpillar dealers. This role will have responsibility for working hands-on with construction equipment, customers, and dealers; this role consults on machine product problem management within an assigned service territory for Caterpillar machines. This is a dealer and customer-facing assignment where technical aptitude partnered with strong decision-making and customer service skills are the keys to success. The Customer Solutions Core Regions Division is committed to solving customer challenges that extend beyond purchasing machines and parts. This team – alongside dealers— will engage more closely with customers to create, customize, and adapt solutions to meet their needs by leveraging the extensive range of offerings across products and services, digital and technology, rental and used, and financing. The division is regionally focused on the unique needs of customers in the Core Regions, which is comprised of Americas North, Europe, Japan, Australia, and New Zealand. This role is North American focused.

Requirements

Problem Solving and Critical Thinking Skills: Analyzes and synthesizes information to devise alternative resolution strategies. Resolves critical or wide-impact customer problems
Service Excellence and Customer Focus: Ability to meet or exceed customer needs, expectations, and provide excellent service in a direct or indirect manner. Anticipates customer needs and proactively satisfy
Product Technical Knowledge: Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
Construction equipment/heavy machinery experience (hands-on or job in industry)
Effective Communications: Communicates well downward, upward, and across peer group(s). Adapts documents and presentations for the intended audience; provides feedback and coaching to others’ presentations

Nice To Haves

University degree in engineering and/or related progressive work experience in product support, quality, or engineering roles
Prior field based or dealer facing experience or direct customer interaction
Technical knowledge or experience troubleshooting construction equipment product issues
Demonstrated ability to work independently on complex technical assignments
Knowledge and/or experience working with dealerships and dealer networks in service engineering capacity
Project management and consulting skills
Knowledge and understanding of how Caterpillar machines operate
Experience working in a diverse and complex matrixed environment

Responsibilities

Drive and support Dealer Product Problem Management (DPPM) process; including proactively identifying and resolving complex technical product issues, failure analysis, identifying interim technical solutions, communicating with engineering, and goodwill decisions to maximize customer experience
Regularly interface with dealers and customers to minimize the commercial impact of customer dissatisfaction, ensure customers receive fair value and promote additional customer touch points for future sales in concert with dealer personnel
Provide technical guidance and counsel dealers with presentations designed to inform customers of service advantages
Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes
Collaborate internally with business partners to deliver product defect fixes for end-users of Caterpillar machines in partnership with Cat dealers
Provide input to Service Operations Specialists for shop operations, service process improvements, and dealer systems to help dealers achieve higher service quality and improve profitability
Mentor team members on communication, problem solving, and sharing technical expertise