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.

Provides second-level of support for operational processes and technology solutions.

Responsibilities
•    Supporting daily operations of representatives optimizing dealer performance.
•    Coordinating program initiatives across the organization.
•    Utilizing excellent, in-depth knowledge of organizational products and programs to educate customers and team members within the department.
•    Cultivating and maintaining ongoing customer relationships.
•    Measure dealer performance and support districts on developing improvement action plans and gap resolution initiatives to support parts & service operational excellence.

Skill Descriptors
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 Working Knowledge: 
•    Provides a quality of service that customers describe as excellent.
•    Resolves common customer problems.
•    Responds to unexpected customer requests with a sense of urgency and positive action.
•    Provides direct service to internal or external customers.
•    Documents customer complaints in a timely manner.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Level Working Knowledge: 
•    Demonstrates experience participating in productive collaborative processes.
•    Under guidance, initiates collaborative meetings.
•    Assists in communicating shared goals with diverse groups and parties.
•    Helps promote collaboration across generations, functions, regions, and levels.
•    Helps solve business problems and meet business goals through collaborative processes.

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.

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.
Level Working Knowledge: 
•    Applies an assigned technique for critical thinking in a decision-making process.
•    Identifies, obtains, and organizes relevant data and ideas.
•    Participates in documenting data, ideas, players, stakeholders, and processes.
•    Recognizes, clarifies, and prioritizes concerns.
•    Assists in assessing risks, benefits and consideration of alternatives.

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 Working Knowledge: 
•    Delivers helpful feedback that focuses on behaviors without offending the recipient.
•    Listens to feedback without defensiveness and uses it for own communication effectiveness.
•    Makes oral presentations and writes reports needed for own work.
•    Avoids technical jargon when inappropriate.
•    Looks for and considers non-verbal cues from individuals and groups.

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 Working Knowledge: 
•    Provides prompt and effective responses to client requests and interactions.
•    Monitors client satisfaction levels on a regular basis.
•    Alerts own team to problems in client satisfaction.
•    Differentiates the roles and responsibilities in a business relationship.
•    Works with clients to address critical issues and resolve major problems.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade.  It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job.  At the discretion of management, this description may be changed at any time to address the evolving needs of the organization.  

Additional information: This job required 5days working from office.

Posting Dates:

March 3, 2026 - March 17, 2026

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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