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.

WE BUILD WHAT MATTERS

Caterpillar’s Oil and Gas & Marine division, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership.  Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. 

The Role

Manages on-site technology and operational support for the customer solutions.
 

Job Duties/Responsibilities may include, but are not limited to:

• Assigning Field Service personnel to client accounts in order to maintain customer satisfaction and efficiently utilize resources. Ensuring that the skill set of the assigned personnel meets the needs of the client organization.

• Assisting the sales team by acting as a technical resource during the sales cycle for national or major accounts. Assisting in contract or service agreement negotiations as needed.

• Gathering information regarding the nature of customer support issues and reporting trends to engineering for product revisions or enhancements.

• Establishing guidelines and defining standards for on-site technical support. Tracking service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently.

What You Have – Skills, Knowledge, & Experiences:

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

• Communicates the importance of customer needs/expectations and commits to resolving them.

• Researches and verifies customer needs and expectations.

• Solicits customer satisfaction feedback and acts on improvement opportunities.

• Helps link organizational objectives to customer needs and expectations.

• Meets regularly with customers to understand their wants, needs and expectations.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:

• Anticipates customers' needs and satisfies them proactively.

• Resolves complex customer complaints or problems.

• Teaches others how to deliver excellent customer service in a variety of settings.

• Applies the concept of 'Moments of Truth' to customer service.

• Participates in developing a variety of effective ways to deal with difficult customers.

• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Level Working Knowledge:

• Explains the requirements, deliverables, costs, and criticalities of the assignment.

• Participates in developing consulting opportunities or assignments.

• Uses formal and informal means to keep client informed on progress and issues.

• Carries out the agreed-upon consulting assignment in a professional manner.

• Documents client's objectives and project scope.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching.

• Adapts documents and presentations for the intended audience.

• Demonstrates both empathy and assertiveness when communicating a need or defending a position.

• Communicates well downward, upward, and outward.

• Employs appropriate methods of persuasion when soliciting agreement.

• Maintains focus on the topic at hand.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.

• Organizes potential problem solvers and leads problem resolution efforts.

• Uses varying problem-solving approaches and techniques as appropriate.

• Contributes to standard practices for problem-solving approaches, tools, and processes.

• Analyzes and synthesizes information and devises alternative resolution strategies.

• Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Extensive Experience:

• Communicates to clients regarding expectations of all parties.

• Participates in negotiating the terms of the business relationship.

• Conducts periodic reviews of work effort, progress, issues, and successes.

• Maintains productive, long-term relationships with clients or vendors.

• Creates opportunities to educate support teams on client priorities.

• Empowers others to establish collaborative, healthy relationships.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:

• Advises others on the assessment and provision of all technical solutions.

• Engages appropriate subject matter resources to effectively resolve technical 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.

• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.

• Assumes accountability for personal technical performance and holds others responsible for theirs.

Field Support: Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products.
Level Extensive Experience:

• Demonstrates experience with providing field support for multiple products or customers.

• Defines and reviews support agreements; monitors adherence and customer satisfaction.

• Explains issues and considerations for field service requirements for different products.

• Describes standard practices, tools, technologies, and considerations for hardware field service.

• Participates in architecting and implementing remote support capabilities.

• Monitors, analyzes and reports on product weaknesses and deficiencies.

Basic Qualifications:

• Must be at least 21 years of age.

• Have a clean driving record, which generally means:

• No more than (2) moving violations within the last 12 months. 

• No more than three (3) moving violations in the past three (3) years.

Top Candidates will have:

• 5+ years related field experience with Caterpillar engines and understanding of operations and servicing

• Previous experience with advanced technical management, project management experience involving customer care.

• Ability to work effectively under pressure, high sense of urgency and ability to influence for results is essential.

• Strong accountability, proactive planner and organizer.

• Highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations.

• Demonstrated ability to communicate appropriately to ensure a team’s success

• Able to communicate with various levels of management at customer and dealer level.

• Excellent oral and written communication skills 

Additional Information:

• Up to 10% travel

• Relocation to Louisiana is available

• Must be located within an hour of Cut Off, Louisiana

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 a salary. Because we value your performance, we offer a total rewards package that provides day-one benefits, including but not limited to:

• Competitive salary and annual bonus program

• Medical, dental, and vision coverage​

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

• Company-matched 401(k) plan

• Stock option opportunity over time

• Health savings account (HSA)​

• Flexible spending accounts (FSAs)​

• Short and long-term disability coverage​

• Life Insurance​

• Paid parental leave​

• Healthy Lifestyle Programs​

• Employee Assistance Programs​

• Voluntary Benefits (Ex. Accident, Identity Theft Protection)

• Strong community involvement

At Caterpillar, we are committed to a diverse and inclusive environment that values and respects the unique talents, experiences, and viewpoints of our global employees. Our vision is to continually develop the Best Team to build innovative solutions for our global customers, deliver superior results for our stockholders and positively impact the people and communities we serve.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to specific employer, such as H, L, TN, F, J, E, O.

As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers #LI

Summary Pay Range:

$144,960.00 - $217,320.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

       

* These benefits also apply to part-time employees

Posting Dates:

March 20, 2025 - March 28, 2025

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.

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