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Marketing Sales Product Support Card@2X

Marketing / Sales / Product Support

CI Technology Customer Support Rep

Location Peoria, Illinois, United States of America
Date Posted
Contract Type Full time
Job Type Regular
Requisition ID R0000094780

Career Area:

Marketing / Sales / Product Support

Job Description:

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes and infrastructure.  Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs.  Join us.


Provide technical support for assigned products, supporting the Cat Dealers in a given region. Provide timely technical product and market information to the Product Groups; engage in the NPI process and participate on the overall Market team’s strategy. Maintain strong communication with Product groups, providing feedback and customer requirements for assigned products. Assist with the implementation of the technologies with key dealers and customers. Support application and job studies for various markets.

Job Duties

Consult with dealer on tactical dealer issues.  Analyze and consult on customer and field product application, configuration, utilization, and requirements to provide the best current and future solution for a customer.

Train the District, GCI and Dealer Representatives on product and application matters. Dealer training is one of the pre-eminent and time dedicated roles. Training embraces product, services, application and relevant systems or software. High degree of competence, preparation and presentation skills are expected.

Provide ongoing technical support to Districts, GCI field teams and Dealers. Customers’ needs for detailed technical/performance/application data give rise to dealer requests for assistance. These requests need to be handled professionally from a technical standpoint and with a “customer first” mentality backed-up with appropriate documentation. This function is generally the most time-consuming and provides the most complete test for the incumbent’s product skills.

Prepare introduction plans for new products. Plan thoroughly for the introduction of new products (NPI). Monitor progress on all field support elements of NPI including Field Follows, and initiate corrective action when necessary. Develop and maintain NPI related communication database.

Be knowledgeable about competitive systems and machines; be able to promote Caterpillar advantage and undertake competitive reviews to aid selling activities.

Develop new employees across the Cat field teams. Where appropriate, the incumbent will act as a mentor for less experienced employees with respect to all facets of the job as listed above but with particular emphasis on product service and application knowledge and Caterpillar systems knowledge.

Participate on a Standing Team for “market strategy development.” Provide input to Strategy development – and assist in deployment.

To be the primary conduit of technical information to and from the Product Groups, for assigned products.

Other Roles: Support Customer and Dealer visits to Cat Facilities and other job-related project initiatives. Customer Plant Tours and follow up on CSP input as requested.

The position manages the completion of its own work assignments and coordinates work with others.

The position is challenged to quickly and correctly identify problems, which may not be obvious. The incumbent solves problems by determining the best course of action, within departmental guidelines, from many existing solutions. The jobholder knows in advance the details of what needs to be done to serve customers and the standard procedures in place to accomplish it. They can change different parts of the standard approach to serve customers best but cannot add or delete procedures without approval. The team or supervisor reviews work as it is being done and after it is completed. Impacts key quality goals including Customer Satisfaction, Continuous Improvement, Timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, etc. The position works to develop innovative processes or methods to best use resources or technology in meeting the quality goals.

The position is required to travel frequently to customer and dealer locations. The position requires thorough knowledge of company products, product and applications or merchandising programs. An understanding of mechanized claims processing, service data systems and/or dealer operations and a basic understanding of business information systems may be required. Jobholder initiates communication with others outside immediate work group to work on new ideas, to counsel others, or conduct training session and/or presentations. Good communication and presentation skills and the ability to listen to others are important to the job.

Employee may also be responsible for performing other job duties occasionally as assigned.

Basic Qualifications

The position requires a college or university degree or equivalent experience. In addition, six to eight years of experience as a Product Specialist and/or knowledge/experience related to Product Specialist job requirements obtained internally/externally of Caterpillar are typically required.

Additional Information

The location for this position is Peoria, IL.

Domestic relocation assistance is available for this position. Any relocation costs incurred would be the responsibility of the selected candidate.

This position will require at least 50% travel.

Employee benefit details

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 benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details

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.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a 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 .

For more information, visit To connect with us on social media, visit

Relocation is available for this position.

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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