Product Support Operations Representative

Career Area:

Marketing / Sales / Product Support

Job Description:

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.
Your Work Shapes the World
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.
Job Purpose
To contribute to the Caterpillar and dealer business plan by increasing
service profitability, effective service capability and efficiency,
contributing to dealer service product growth and enhancing customer
satisfaction. This field-based assignment is an introductory position dealing
with service operations and filled by someone with ‎5 to ‎7 years previous field
experience.
Job Duties:
* The key role of this assignment is applying previous field experience and knowledge of process improvement methodologies to improve dealer profitability.
* The incumbent is a liaison among dealers, customers, and other Caterpillar personnel.
* Incumbent is very familiar with the company's processes, systems, and methodologies.
* Incumbent is accountable for contributing to the identification, analysis and resolution of service needs and problems in assigned disciple/district.
* Position performs complex analysis work, identifies, and resolves problems that are less tactical and more strategic in nature.
* Challenges include developing and meeting expectations in delivering results, considering, and recommending alternative courses of actions, making timely decisions, and developing greater communication skills. Incumbents may work more directly with other Caterpillar units, customers, and possibly, suppliers.
Primary roles of the incumbent include:
* Advising dealers on information systems including identifying with dealer Caterpillar systems advantages and shortcomings
* Assisting dealers in business planning including counselling dealers on facilities, tooling, systems and on effectiveness of meeting expected business results
* counselling dealers in developing increased human performance capability such as identifying performance gap solutions.
* Advising on existing and potential customer service issues and improvement measures such as recommending ways to enhance customer satisfaction through training, financial/insurance services, customer support agreements, etc.
* Consulting with dealers on process improvement methods and assisting with process evaluation; and continuing to develop required proficiency level in the specified foundation competencies and skills.
* Individuals in this position must understand and keep current on customer/dealer market and needs and understand how and why decisions are made within their work group and organization.
* They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, warranty policy, etc.
* Incumbents apply their knowledge of products, technology, industry, and product support, in support of Caterpillar, dealer and customer expectations and needs.
* Incumbents may provide direction to less experienced personnel.
* Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes.
* Key learning comes from continued experience in the assigned territory or industry, enhancing communication and people relationship skills, improving problem solving and analysis techniques, building and using business skills, enhancing use of Caterpillar systems and developing leadership abilities.
* Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer, and customer needs.
Background/Experience:
* This position requires a college or university degree or equivalent experience.
* Incumbents usually have had ‎5 to ‎7 years prior experience in field assignments and have demonstrated the ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers.
* Incumbents will have demonstrated the ability to work on increasingly more complex assignments and provide direction to lower-level reps on project assignments. Arabic language is a must.
Please frequently check the email associated with your application, including
the junk/spam folder, as this is the primary correspondence method. If you
wish to know the status of your application - please use the candidate log-in
on our career website as it will reflect any updates to your status.
Caterpillar is an Equal Opportunity Employer and considers applicants for all
positions without regard to race, color, religion or belief, sex, age,
national origin, citizenship status, marital status, military/veteran status,
genetic information, sexual orientation, gender identity, physical or mental
disability or any other characteristic protected by applicable laws.
Caterpillar is committed to creating a dynamic work environment that values
diversity and inclusion, respect and integrity, customer focus, and
innovation. For more information, visit
https://www.caterpillar.com/en/careers/why-caterpillar.html
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NB. The panel cannot make assumptions when shortlisting therefore please
demonstrate your qualifications and experience on your CV relevant to the
criteria outlined.
Pending the number of applications
Relocation is available for this position.Visa sponsorship available for
eligible applicants.
Caterpillar is an Equal Opportunity Employer (EEO).
Not ready to apply? Submit your information to our Talent Network here .