Technical Representative

Caterpillar Inc.•Peoria, IL

1d•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. As a Mining Technical Representative at Caterpillar, you will deliver hands-on technical expertise to dealers and customers throughout Central America, the Caribbean, and Northern Latin America. Acting as Caterpillar’s frontline technical liaison, you will help reduce the commercial impact of product-related issues directly influencing both Caterpillar’s and dealer network’s financial performance. In this role, you’ll be the primary point of contact for diagnosing and resolving product, application, and maintenance challenges. You will guide dealers through complex technical situations, drive effective solutions, and support them in maximizing machine performance for mining operations. When issues arise, you’ll be the trusted expert who leads resolution efforts and strengthens long-term dealer relationships.

Requirements

Technical Excellence: Demonstrated technical experience with heavy equipment. Proven ability to apply product expertise to support operational performance and troubleshoot complex equipment issues.
Customer Focus: We are seeking a relationship builder who excels at establishing trust and credibility with both dealers and customers. This is an independent role, operating outside of a traditional CAT office environment, requiring a high level of self-direction and accountability.
Effective Communications: Proficient in using communication tools and techniques to clearly convey and interpret ideas, information, and needs. Applies appropriate communication behaviors to ensure mutual understanding and productive interactions across technical and non-technical audiences.
Problem Solving: Experienced in applying structured approaches and tools to identify, analyze, and resolve operational, organizational, or process-related challenges. Adapts problem-solving strategies to suit diverse situations and drive effective outcomes.
Service Excellence: Ability to anticipate dealer and customer needs, resolve complex product and maintenance issues, and recover from service failures in ways that strengthen trust and support machine uptime across assigned territories. Demonstrates skill in guiding dealers through Product Problem Management, supporting NMI and improvement programs, and ensuring service delivery that aligns with Caterpillar’s standards.
Relationship Management: Ability to build long‑term, productive relationships with dealers by clearly communicating expectations, reviewing technical progress, and aligning on solutions that reduce commercial impact and improve machine performance. Demonstrates effectiveness in serving as the primary technical liaison, empowering dealer teams, and supporting strategic decisions that enhance customer satisfaction and regional growth.

Responsibilities

Territory Leadership: Manage and support assigned dealer territories, acting as the central technical liaison to ensure alignment with Caterpillar’s service standards and customer expectations. This territory has a mix of dealer sizes and capabilities; the Technical Rep must be able to work across these various levels of dealer organizations and adjust to the priorities and requirements needed.
Guide dealers through the Product Problem Management process to maximize machine uptime and customer satisfaction. This will entail PPM meetings with each of the dealers and some larger specific customer sites.
New Machine & Market Introduction (NMI): Lead NMI programs to ensure smooth deployment and introduction of new mining equipment in your region/dealers.
Program Management: Support dealers in executing Product Improvement Programs efficiently and within designated timelines.
Customer Engagement: Provide technical insights and assist dealers in communicating Caterpillar’s service advantages to customers.
Strategic Decision-Making: Navigate complex challenges, evaluate alternatives, and make timely decisions that impact dealer performance and customer outcomes.
Market Insight & Growth: Understand dealer and customer needs, and apply insights to support product sales, process improvements, and segment growth initiatives.
Issue Resolution & Goodwill Administration: The incumbent administers service and commercial goodwill policy, warranty settlements, and will work with service specialists to ensure dealers have the technical capability to identify and repair product deficiencies.