Machine Technical Service Representative

Caterpillar Inc.•Boise, ID

10d•$112,710 - $169,060•Onsite

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. Caterpillar’s Building Construction Products (BCP) division has an exciting opening for a Machine Technical Service Representative dedicated to supporting Western States and Harnish Group in Idaho, Washington, Oregon, Montana, Alaska, Wyoming & North Dakota. If traveling to dealer sites to be hands-on with Caterpillar machines in the field sounds appealing, apply today! Role Summary: Working hands-on with construction equipment, customers, and dealers, this role consults on machine product problem management within an assigned territory for Caterpillar machines. This is a dealer and customer facing assignment where technical aptitude partnered with strong decision making and customer service skills is the key to success.

Requirements

Problem Solving Skills – Extensive experience: can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide-impact customer problems. Uses varying problem-solving approaches and techniques as appropriate.
Service Excellence and Customer Focus – Extensive experience: ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Can anticipate customer needs and proactively satisfy. Teaches others how to deliver excellent customer services in a variety of settings. Recovers from a service failure in a way that enhances customer’s esteem of the organization.
Product Technical Knowledge – Extensive experience: provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
Construction equipment/heavy machinery experience (hands on or job in industry).
Effective Communication – Communicates well downward, upward, and outward; Adapts documents and presentations for the intended audience and provide feedback and coaching to others’ presentations. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Maintains focus on the topic at hand.
Related experience in product support, quality and/or engineering roles.
Ability to travel within territory 50-70%.
Must be willing to relocate to live in the territory if not already established in the territory.

Nice To Haves

Prior field based or dealer facing experience
Technical knowledge or experience troubleshooting construction equipment product issues
Demonstrated ability to work independently and 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 CAT machines operate

Responsibilities

Drive and support Dealer Product Problem Management process; including in 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 complaints, ensure customers receive fair value and promote additional customer touch points and future sales in concert with dealer personnel.
Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages.
Mentor team members on communication, problem solving and sharing technical expertise.
Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.
Provide input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.