Technical Support Representative

Caterpillar Inc.•Brooklyn Park, MN

1d•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. Join Caterpillar’s Customer Solutions Core Regions Division as a Technical Support Representative dedicated to supporting Paving Products in Western US and Canada. Working hands-on with construction equipment, customers, and dealers, this role consults on machine product problem management. 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. What you can look forward to in this role: 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.

Requirements

Problem solving – Extensive experience: can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide-impact customer problems.
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.
Product technical knowledge – Extensive experience: 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).
Project management and consulting – Working knowledge: can assist in detailed project plans including cost, schedule, and resource requirements and carries out the agreed-upon consulting assignment in a professional manner.
Effective communications – Extensive experience: Communicates well downward, upward, and outward; Adapts documents and presentations for the intended audience and provide feedback and coaching to others’ presentations. Maintains a focus on the topic at hand.

Nice To Haves

Prior field based or dealer facing experience
Technical knowledge or experience troubleshooting construction equipment product issues
Demonstrated ability to work independently in a fast-paced environment
Knowledge and/or experience working with dealerships and dealer networks in service engineering capacity

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.