Senior Technical Support Representative – Marine

Description

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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.

IT IS YOUR TIME!

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important:

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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.

About Caterpillar Marine

Caterpillar Marine provides integrated propulsion, auxiliary, and power generation solutions for customers throughout the global marine industry. Supporting commercial vessels, offshore operations, government and defense applications, inland waterways, passenger vessels, tug and towing operations, and marine power generation installations, Caterpillar Marine delivers reliable products and industry-leading aftermarket support through a worldwide dealer network.

Through the Cat® product portfolio, Caterpillar Marine offers diesel, gas, and dual-fuel propulsion and power solutions backed by technical expertise, service support, digital technologies, and lifecycle solutions that maximize vessel availability and customer success.

Job Summary

Caterpillar Marine has an exciting opportunity for a Senior Technical Support Representative. In this customer-focused role, you will serve as the primary technical support resource for Marine Product Problem Management (PPM) activities within an assigned territory or market segment. You will partner with dealers, customers, field service personnel, engineering teams, and commercial stakeholders to investigate and resolve complex product, application, and maintenance-related issues affecting marine propulsion and power generation systems.

Leveraging your technical expertise, industry knowledge, and relationship management skills, you will support dealer development, improve customer outcomes, manage high-impact customer escalations, and influence product improvements through field feedback and technical leadership. This role requires balancing customer advocacy, product support excellence, and sound commercial judgment while driving customer loyalty and operational success.

Responsibilities

• Serve as Caterpillar's primary technical support representative for Marine Product Problem Management (PPM) activities within an assigned territory or customer segment.
• Provide advanced technical support for Cat marine propulsion engines, auxiliary engines, marine generator sets, control systems, and associated vessel applications.
• Partner with dealers, customers, field service representatives, engineering teams, and product groups to investigate technical concerns, identify root causes, and implement corrective actions that minimize customer downtime.
• Lead resolution efforts for complex product performance, reliability, and application issues affecting marine installations.
• Coordinate factory resources, engineering support, and cross-functional teams to address critical customer situations and field issues.
• Build and maintain strong relationships with dealers, fleet operators, ship owners, shipyards, and key customer stakeholders while serving as a trusted technical advisor.
• Support dealer development by strengthening technical capabilities related to diagnostics, troubleshooting, maintenance practices, and repair procedures.
• Collaborate with engineering, product support, quality, commercial, and strategic account teams to communicate field feedback, service challenges, reliability concerns, and emerging customer needs.
• Support Product Improvement Programs (PIPs), service initiatives, and product support strategies across the marine customer base.
• Analyze field data, inspection findings, service reports, and failure investigations to identify reliability trends and recommend product improvements.
• Evaluate warranty, policy, and goodwill opportunities using technical findings, customer impact assessments, and business considerations.
• Manage and support goodwill recommendations and customer recovery plans that improve customer satisfaction while aligning with Caterpillar business objectives.
• Support vessel commissioning activities, sea trials, major overhauls, retrofit projects, and critical field service events as required.
• Travel throughout the assigned territory to support customers, dealers, and business initiatives.

Skill Descriptors

Customer Focus: Extensive experience and 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.

• Fosters strong dealer and customer relationships through delivery on commitments, open communication, and continuous improvement.
• Anticipates customer needs and proactively develops solutions that improve customer satisfaction and loyalty.
• Effectively manages customer escalations and sensitive service situations.

Service Excellence: Extensive experience and knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in both direct and indirect capacities.

• Resolves complex customer complaints and product support concerns.
• Develops creative and effective solutions that balance technical requirements and commercial considerations.

Demonstrates ownership and accountability for issue resolution

Technical Excellence: Extensive experience and knowledge of marine propulsion systems, marine power generation equipment, engines, controls, and applications; ability to develop and provide solutions to significant technical challenges.

• Engages appropriate technical resources to effectively resolve complex issues.
• Leads root cause investigations and corrective action efforts.
• Applies broad product and application knowledge to solve challenging field problems.

Effective Communications: Extensive experience and understanding of communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret information.

• Adapts presentations, reports, and communications for technical and non-technical audiences.
• Communicates effectively across dealer, customer, engineering, and leadership organizations.
• Demonstrates empathy, professionalism, and confidence in challenging customer situations.

Relationship Management: Extensive experience and knowledge of relationship management techniques; ability to establish and maintain productive working relationships with customers, dealers, and business partners.

• Maintains long-term relationships with marine customers and dealer organizations.
• Serves as a trusted advisor and advocate for customer success.
• Facilitates collaboration across multiple internal and external stakeholders.

Product Problem Management & Commercial Judgment: Extensive experience managing field issues, customer escalations, warranty support, and goodwill activities.

• Evaluates technical and commercial impacts when developing customer support recommendations.
• Exercises sound judgment when reviewing warranty and goodwill opportunities.
• Balances customer advocacy with Caterpillar business objectives to achieve positive outcomes.

Basic Qualifications:
•Bachelor's degree in Engineering, Marine Engineering, Engineering Technology, Mechanical Engineering, or a related technical discipline preferred; equivalent technical and marine industry experience will also be considered.

Advanced English

Additional Requirements

• Experience troubleshooting, servicing, supporting, or working with marine propulsion systems, marine engines, marine generator sets, power systems, or similar products.
• Advanced understanding of diesel, gas, and dual-fuel engine operation and maintenance.
• Strong technical problem-solving and root cause analysis capabilities.
• Ability to communicate complex technical information effectively to customers, dealers, and internal stakeholders.
• Experience supporting customers in demanding operational environments.
• Ability to build productive working relationships and influence outcomes across multiple organizations.

What Will Put You Ahead

• Experience supporting Cat marine products.
• Experience in marine technical support, field service engineering, marine operations, vessel maintenance, or marine product support roles.
• Experience supporting dealer or distributor service networks.
• Knowledge of marine propulsion systems, vessel operations, and power generation applications.
• Experience conducting mechanical failure analysis and reliability investigations.
• Understanding of marine classification society requirements and vessel commissioning processes.
• Experience managing customer escalations, warranty support, and goodwill decisions.
• Ability to translate complex technical findings into clear recommendations for customers and business stakeholders.

Additional Information:

• Up to 50% travel may be required.

Note: This position requires the candidate to work onsite five days a week.

Some of the offered benefits*:

·Medical plan

·Dental plan

·Medicines reimbursement

·Psychological, Legal, Social and Finance Support Program

·Private pension plan

·Profit share

·Meal assistance

·Christmas basket

·Transportation

·Life and personal insurance

·Extended maternity and paternity leave

·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels (www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc), and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html

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

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