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.

Who we are:
As Caterpillar's Resource Industries Sales, Services and Technology (RISST) Division, we take immense pride in our mission to provide the best possible customer experience by leveraging cutting-edge technologies such as automation and electrification to help our customers solve their biggest mine site challenges. Our integrated site solutions, including product health and safety services, are designed to enhance efficiency while ensuring safety and sustainability.  

Our dedication is unwavering as we strive to create tailored site solutions that not only boost productivity but also reduce costs, ensuring an exceptional experience for our global customers. By working closely together with our dealers and customers, we function as a tightly knit three-legged stool, focused on a common purpose - building a better and more sustainable world. 

Together, we are mining better!

The opportunity:

We have a fantastic opening for a Technical Representative to join our mining team in Abidjan. In this role, you will represent Caterpillar, striving to minimize the commercial impact of product quality issues and providing customers with expert advice on machine application and maintenance requirements. You will work closely with mining dealers in Northern and Western Africa to implement the regional mining product support strategy, developing the dealer’s technical capabilities, reporting, and product problem management to support mining customers’ needs with both open pit and underground products.

What you will do:  

With a focus on customer satisfaction with the reliability and durability of mining equipment in the assigned territory, you will:

• Provide technical support and expertise to the dealers' technical teams.
• Administer company warranty and goodwill process.
• Coordinate the Product Problem Management process for mining equipment.
• Collect and compile dealer and customer feedback on product performance and issues.
• Provide effective and consistent interim fixes for product quality issues.
• Coordinate rework efforts and Service Letter completion.
• Be the single point of contact for the field and product groups.

Skill you will have:

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.

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.

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.

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 behaviours.

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.

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

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

Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.

What will put you forward:   

• A technical qualification, or a completed engineering degree.
• Completed caterpillar pre-field marketing training development program is highly recommended.
• A minimum of 3 years in a field position, supporting customers and dealers.
• Ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers. 
• Requires extensive travel (50%) in assigned territories to understand regional or worldwide business conditions.
• Language Skills: Mandatory English and ideally French.

Additional information:

• 50% travel in assigned territories.

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. 

  

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.htm

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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