Product Support Specialist Rep
Career Area:Product SupportJob 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 MATTERSCaterpillar’s Oil and Gas 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.When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you’re joining a global team that helps to power the global energy industry as well as provide power and propulsion on the water.We are looking for a Product Support Specialist Rep. This role manages and assists Technical Services Representatives in the Americas region focusing on product problem resolution with Cat dealers and specific customer accounts. In addition to the supervisory responsibilities of four Technical Services Representatives, this position will act as the US Gulf Coast region Technical Representative responsible for the Caterpillar dealer territories of Alabama, Mississippi, Louisiana and Texas.Job Duties/Responsibilities may include, but are not limited to:
Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.
Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.
Building dealer's technical capabilities to identify and repair product deficiencies.
Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages. Mentoring team members on communication, problem solving and sharing technical expertise.
Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers/customers.
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 Extensive Experience:
Facilitates creation of the 'right' products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.
Data Gathering & Analysis : Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.Level Extensive Experience:
Advises on advanced data gathering and analysis methodologies and technologies.
Oversees data gathering and analysis activities within the organization.
Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
Implements procedures and policies within a data processing function.
Teaches others how to improve the validity and reliability of data used in various analyses.
Evaluates best practices of data gathering and analysis within the industry.
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 Extensive Experience:
Analyzes and fully documents client requirements.
Applies experience to developing and executing multiple consulting assignments.
Works with client to identify alternative solutions and associated pro's and con's.
Prepares proposals and presentations for a consulting opportunity.
Manages all aspects and phases of a consulting relationship.
Monitors consulting assignments versus expectations.
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 Extensive Experience:
Differentiates assumptions, perspectives, and historical frameworks.
Evaluates past decisions for insights to improve decision-making process.
Assesses and validates decision options and points and predicts their potential impact.
Advises others in analyzing and synthesizing relevant data and assessing alternatives.
Uses effective decision-making approaches such as consultative, command, or consensus.
Ensures that assumptions and received wisdom are objectively analyzed in decisions.
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 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.
Additional Information
Up to 35% travel
Relocation assistance to Houston, TX or Mandeville, LA.
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 #LIPosting Dates:October 31, 2024 - November 14, 2024Any 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.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .