Technical Representative
Caterpillar

Job Info

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Career Area:
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.

Caterpillar's Global Construction & Infrastructure (GCI) division has an exciting opening for a Technical Support Representative dedicated to support the Harrisburg, PA district dealers. 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. If being hands-on with Caterpillar machines in the field sounds appealing, apply today!

What You Will Do:
• 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.

What You Have:
• 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.

Top Candidates Will Also Have:
• 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

Additional Details:
• Location: This role is required to work from Pennsylvania due to proximity to dealer headquarters.
• The role requires the ability to travel 50%.
• Territory: This role will cover areas of the states of Pennsylvania, Maryland, West Virginia, Virginia, and New Jersey
• Domestic relocation support is available to the Philadelphia hub

How We Support You (Employee Benefits)

Our goal at Caterpillar is for you to have a rewarding career. We offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of a yearly bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

We'recommittedtoour customers, who build a better world with our products, services and solutions. We understand andshowthevalue of why they should always choose us. We're exploring new ideas and opportunities -innovatingto discover the breakthroughs necessary for tomorrow's growth.Through it all,weare one team - creating and delivering world-class components and solutions superior to the competition.Learn more about the CaterpillarExperience .

#LI #careers

Posting Dates:
September 11, 2024 - September 25, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community .

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