Technical Support Representative

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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.

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About EPD:
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Summary:
The Electric Power Division has an exciting opportunity for an Electric Power Technical Support Representative. As an Electric Power Technical Support Representative at Caterpillar, you will be Caterpillar’s in-territory representative for Electric Power product problem management to minimize the commercial impact of customer complaints related to products, applications, and maintenance requirements. You will also be responsible for carrying out Electric Power product support development initiatives and managing product support KPI's (Key Performance Indicators) with dealers within your territory. By successfully delivering customer focused outcomes, you will have a direct bottom line impact on Caterpillar and dealer financial results.

What You Will Do:
-Serve as Caterpillar’s in-territory representative for Electric Power Product Problem Management (PPM), leading the identification, escalation, investigation, and resolution of product, application, and maintenance-related issues to minimize customer downtime and commercial impact.
-Partner with dealers, customers, product groups, and engineering teams to execute the Product Problem Management process, ensuring timely issue containment, root cause identification, corrective action implementation, and effective communication throughout the resolution process.
-Facilitate factory technical assistance and coordinate cross-functional support resources to resolve complex technical issues and improve customer outcomes.
-Represent Caterpillar during customer and dealer engagements related to product support concerns, technical issue resolution, and product performance discussions.
-Lead customer experience improvement efforts through effective goodwill training, administration, and governance, ensuring goodwill decisions are consistent, customer-focused, and aligned with Caterpillar policies and business objectives.
-Ensure dealers have the capability and capacity to diagnose, troubleshoot, and service all Electric Power products they sell, including diesel generator sets, natural gas generator sets, and electrical distribution equipment.
-Develop dealer technical capabilities and product support excellence, with a focus on servicing generator set fleets operating in standby, prime power, and critical power applications.
-Partner with dealers to execute Product Improvement Programs (PIPs) effectively, ensuring timely completion, cost management, and customer satisfaction.
-Understand customer and dealer market needs, service challenges, and emerging trends, and communicate those insights within Caterpillar’s Electric Power organization to influence product and service improvements.
-Work closely with the Electric Power Global Accounts organization to support strategic customers and deliver consistent product support solutions.
-Support product groups and commercial organizations in the development, validation, testing, and implementation of technical and commercial programs, processes, and initiatives.
-Establish and maintain strong relationships with dealership personnel, customers, and Caterpillar engineering, commercial, and product support teams to drive successful business and customer outcomes.

What You 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.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
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.
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Basic Requirements:
• Bachelor’s degree or relevant experience.

•Industry experience
• Caterpillar Products (Engines, Machines)
• Basic understanding of diesel and natural gas generator set operation and maintenance

• English Advanced

Top Candidates will also have:
• Experience with power generation technology with an emphasis on generator sets and power system applications
• Experience working in a Caterpillar marketing or engineering group
• Experience working with Caterpillar dealers and/or territory coverage experience
• Thorough technical capability with both diesel and natural gas engines
• Technical knowledge of and experience with mechanical failure analysis
• Basic understanding of Caterpillar’s network for new and remanufactured parts
• Basic understanding of electric power distribution systems, and their maintenance requirements
• Completion of Caterpillar Electric Power (CEP) I and II courses

Additional Information:
• Travel up to 50% to support dealers, customers, and business initiatives throughout the assigned territory.

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

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