Product Support Specialist Rep

Leírás

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Job Description:

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Product Support Operation Representative (Service Growth) – Perkins

Position Summary

The Product Support Operation Representative (PSOR – Service Growth) is responsible for driving Perkins aftermarket business growth through effective distributor support, service enablement and its service business growth, promote the Perkins platinum Protection (PPP), Hypercare contract.

This role combines operational execution with service business growth focus, acting as a key interface between distributors, customers, and internal teams to improve service performance, increase parts sales, and enhance customer experience.

Key Responsibilities

1. Service Growth & Aftermarket Development

• Support execution of service growth strategies across assigned distributors/accounts
• Collaborate with aftermarket account manager drive parts sales growth by improving availability, responsiveness, and distributor capability
• Identify opportunities to grow service revenue (parts, service programs, campaigns)
• Support implementation of service initiatives, promotions, and business plans

2. Distributor Performance & Enablement

• Act as primary operational contact for distributors service businesses
• Monitor distributor service performance and its primary KPIs such as PPP and hypercare contracts and provide insights to drive improvement
• Build strong partnerships to enhance distributor engagement and loyalty

3. Customer Experience & Support

• Respond to distributor/customer inquiries service opportunities
• Ensure fast and effective issue resolution to improve customer satisfaction
• Support critical projects and escalations when necessary

5. Warranty & Service Support involvement

• Collaborate with product support team and assist in warranty claim submission and processing where impacts customer service business development.
• Coordinate with technical teams on claim resolution which deems overall engine performances.
• Provide feedback on field issues to support product and service improvement

6. Data Analysis & Business Insights

• Track and analyze parts sales, service KPIs, and distributor performance
• Provide actionable insights to support service growth initiatives
• Prepare regular performance reports and dashboards
• Identify trends, gaps, and opportunities for improvement

7. Cross-functional Collaboration

• Work closely with Sales, Service, Supply Chain, Finance, and Technical teams
• Support continuous improvement in processes and systems
• Participate in service growth projects and operational excellence initiatives

Qualifications & Skills

Education

• Bachelor’s degree in Business, Engineering, service engineering, product support or related field

Experience

• 2–5 years of experience in aftermarket operations, service support, or sales support
• Experience in engines, automotive, heavy equipment, or industrial sectors preferred

Skills

• Strong business acumen with growth mindset
• Customer-focused with good service awareness
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management ability
• Detail-oriented with strong execution capability
• Proficiency in ERP systems (e.g., SAP) and Microsoft Office (especially Excel)
• Ability to handle multiple priorities in a fast-paced environment

Language

• Fluent in English

Preferred Competencies

• Understanding of aftermarket/service business models
• Knowledge of Perkins products and distributor network
• Experience working with distributor/channel networks
• Capability to translate operational data into business actions

Key Performance Indicators (KPIs)

• Distributor service /Parts sales growth (distributor level / territory level)
• Distributor performance improvement
• Customer satisfaction / response time
• Service initiative execution effectiveness
• Data accuracy and reporting quality

Additional information: This job required 5 working days from office

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act."

Posting Dates:

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

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