Technical Support Representative – Electric Power

Caterpillar•Boise, ID

19d•Hybrid

About The Position

Your Work Shapes the World at Caterpillar Inc. 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. About EPD Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations! Job Summary The Electric Power Division has an exciting opportunity for a Technical Support Representative. In this customer-focused role, you will partner with dealers, customers, and internal teams to resolve product, application, and maintenance-related issues while helping drive product support initiatives across your assigned territory. Leveraging your technical expertise and relationship-building skills, you will support dealer development, improve customer outcomes, and provide valuable field insights that influence product and service improvements. Your contributions will have a direct impact on customer satisfaction and business success.

Requirements

Customer Focus: Extensive experience and knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Fosters strong dealer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
Service Excellence: Extensive experience and knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Resolves complex customer complaints or problems. Participates in developing a variety of effective solutions to resolve customer issues.
Technical Excellence: Extensive experience and knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Engages appropriate subject matter resources to effectively resolve technical issues. Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
Effective Communications: Extensive experience and understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Adapts documents and presentations for the intended audience; communicates well downward, upward, and outward. Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Relationship Management: Extensive experience and knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Maintains productive, long-term relationships with customers, dealers, and stakeholders. Educates support teams on dealer priorities and customer issue resolution.
Experience troubleshooting, servicing, supporting, or working with engines, power systems, industrial equipment, heavy machinery, or similar products.
Ability to communicate technical information effectively to customers, dealers, and cross-functional stakeholders.
Strong problem-solving skills with the ability to investigate and resolve technical issues.
Basic understanding of diesel and natural gas engine operation and maintenance.
Ability to build relationships and collaborate with customers, dealers, and internal business partners.

Nice To Haves

Experience with power generation equipment, including generator sets (gensets), switchgear, or power system applications.
Experience in a customer-facing technical support, field service, operations, or product support role.
Experience working with dealers, distributors, or service networks.
Knowledge of diesel and natural gas generator set operation, performance, and maintenance.
Experience diagnosing complex equipment issues and performing mechanical failure analysis.
Understanding of electrical power distribution systems and related equipment.
Knowledge of aftermarket parts, service operations, or parts distribution networks.
Ability to translate complex technical concepts into clear recommendations for both technical and non-technical audiences.

Responsibilities

Serve as Caterpillar’s primary technical support representative for Electric Power Product Problem Management (PPM) within an assigned territory, helping dealers and customers resolve product, application, and maintenance-related issues for Electric Power products.
Partner with dealers, customers, engineering teams, and product groups to investigate technical concerns, identify root causes, and implement effective solutions that minimize customer downtime.
Coordinate technical resources and factory support to resolve complex product issues and improve overall customer satisfaction.
Build and maintain strong relationships with dealer personnel and customers, representing Caterpillar as a trusted technical advisor during product support engagements and performance discussions.
Support dealer development by helping dealers strengthen their ability to diagnose, troubleshoot, maintain, and repair Electric Power products.
Collaborate with engineering, commercial, product support, and strategic account teams to communicate field issues, customer feedback, service challenges, and emerging market needs that influence product and service improvements.
Support the successful execution of Product Improvement Programs (PIPs), product support initiatives, and other business programs within the territory.
Provide technical support for diesel and natural gas generator sets, power systems, and related Electric Power equipment operating in a variety of applications.
Assist in the implementation of technical and commercial programs, processes, and initiatives that improve customer and dealer outcomes.
Travel throughout the assigned territory to support dealers, customers, and business initiatives (up to 50% travel).