Product Support Operations Rep

Career Area:

Job Description:

Job Overview:

At Caterpillar, we’re working to help our customers build a better world. We wouldn’t be the Caterpillar we are today without the exceptionally talented, bright and driven people who get the job done. This is your chance to help us make progress possible around the world – for our customers, for growing communities and for every member of our team. We are looking for a dynamic, organized self-starter to join our Industrial Power Systems Division as a Product Support Operations Rep.

The Industrial Power Systems Division is an industry leader in the design, manufacture and sale of high-performance engines and power systems. Our products power an enormous range of applications such as construction, power generation, marine, agriculture, lifting and hoisting, crushing and screening. IPSD has the unique opportunity of distributing these products not only through the CAT brand, but also through the Perkins brand. This distribution strategy allows us to support our customers in multiple ways to meet their needs.

The Product Support Operations Rep position is within the service and customer support department of IPSD and will be focused on the Perkins service network performance and growth objectives. This is a global role that will work closely with our regional product support teams and distribution partners on developing solutions that will help them grow profitably in the service business. The ideal candidate for this position will be comfortable leading projects, influencing others, and driving change. They should also have strong communication skills being able to speak to all levels of management as well as in front of large audiences.

Job duties/Responsibilities may include, but not limited to:

•Service Pillar lead within the Perkins Distributor Excellence Program. Accountable for all aspects of the service capability guidebook and related processes driving yearly changes and updates, developing comms and supporting rollout

•Coach and mentor regional product support reps on execution of service capability process, activities and KPI’s

•Support Distribution events acting as champion for service performance and network growth

•Identify gaps or best practices in service operations and lead projects to implement positive change

•Perform complex analysis work using data analytics tools looking for trends to impact future growth

•Identify training opportunities, develop solutions, and deliver training to service network partners to achieve improved service capability and customer satisfaction

•Stay informed on industry trends and solutions that improve service network efficiencies and performance

Basic Qualifications:

•College degree or equivalent experience

•8+ years in a product support or dealer facing role

•Previous cross functional team/project leadership experience

•Demonstrated verbal and written communication skills

Top Candidates will also have:

•Six Sigma black belt or equivalent training

•Previous dealer facing project work or work assignments

•Experience in dealer service operations within Caterpillar or adjacent industry

•Change management experience

Caterpillar is an Equal Opportunity Employer (EEO).

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