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 Go-to Market group, part of the Resource Industries Sales, Services and Technology division is currently seeking a Technical Representative for the Fort McMurray Oilsands territory, supporting Surface Mining Equipment. In this role, you will be responsible for effectively supporting Product Problems related to Mining Equipment within your assigned territory. Through this you will minimize the commercial impact of customer challenges related to products, applications, and maintenance requirements, you will have a direct bottom line impact on Caterpillar and dealer financial results. This position serves as a service liaison among dealers, customers, and other Caterpillar team members. This is generally a technical service assignment for an experienced, individual contributor on assignments that are complex and challenging and begin to become strategic in nature. Your development and continual learning will be directed through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned territory, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership abilities.

What you will do:

• Build and maintain partnerships with end users, driving customer satisfaction by ensuring fair-value in partnership with dealer personnel.

• Launch product problem management initiatives, regularly interfacing with dealers and customers to minimize the commercial impact of customer complaints and ensuring customers receive fair value.

• Counsel dealers in managing and driving Product Improvement Program costs effectively and within designated time frames.

• Provide technical guidance and counsel dealers on presentations designed to inform customers of machine improvements and service advantages.  

• Understanding market needs and build an understanding of how and why decisions are made within your work group and organization. You will be responsible for applying those decisions to support and develop product and process improvements, and dealer effectiveness. You will also learn to apply knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs.

• Administering company policy Warranty/Goodwill settlements and working with service specialists to ensure dealers have technical capability to identify and repair product deficiencies.

• Working with Service Specialists to ensure dealers meet targets; providing input to Service Operations Specialists for shop operations, service process improvements, and systems; help dealers achieve higher service quality and improve profitability; and working with other reps to develop total customer solutions that support sales efforts.

What skills you will have:

Technical Excellence: Direct field experience working with dealers and customers in the mining or related industry. Working knowledge of Mining equipment, machine lifecycle and economics, product support, condition monitoring, applied failure analysis, and equipment maintenance practices.

Safety Excellence: Conduct tasks with a Safety-first mindset, ensuring Customer and Dealer Safety Regulations are understood and practiced. 

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions. Understanding of Caterpillar Dealer coverage and operations.

Products and Services: Deep product knowledge, application experience with equipment and production technologies.

Relationship Management: Superior relationship-building skills and the ability to execute through a team of Caterpillar, Dealer, and Customer personnel.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Effective Communications: Superior communication skills – both written and verbal – that range from operational and technical discussions to Dealer Principal and Executive presentations.

Additional Information:

Domestic relocation assistance is available.

This position requires 50-60 % travel.

Sponsorship is not available.

A bachelor’s degree in Engineering or related curriculum or minimum 5 years prior experience in field assignments is preferred.

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

• Competitive Base Salary

• Annual incentive bonus plan*

• Medical, dental, and vision coverage

• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

• Defined Contribution Pension Plan

• Employee Share Purchase Plan

• Short and long-term disability coverage

• Life Insurance

• Employee Assistance Programs

Posting Dates:

December 20, 2024 - January 12, 2025

Caterpillar is an Equal Opportunity Employer (EEO).

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