Product Support Operations Representative

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Career Area:

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.

Product Support Operations Representative

Your Work Shapes the World

Whether it is groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With 100 years of 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 customers’ needs. Join us.

Role Description:

The Product Support Operations representative will provide commissioning, A*I, service support, and direct customer support for Caterpillar's Datacenter Aftertreatment business. This role will cover both diesel and gas aftertreatment systems and primarily focus on developing the tools and information needed for our dealers and customers to be successful with new products and services.

What you will do:

• Prioritizes development activities with dealers and accesses resources to support.

• Ensure adequate capability and capacity are in place at the dealers to deliver services growth.

• Cultivating and maintaining ongoing customer relationships.

• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team

members within the department.

Skills you will have:

Customer Focus: Working 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: Working 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: Working knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a

constructive and collaborative manner.

Consulting: Working knowledge of techniques, roles, and responsibilities in providing technical or business guidance to

clients, both internal and external; ability to apply consulting knowledge appropriately.

Decision Making and Critical Thinking: Working 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: Working Knowledge and 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.

Problem Solving: Extensive 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.

Relationship Management: Working knowledge of relationship management techniques; ability to establish and maintain

healthy working relationships with clients, vendors, and peers.

Top candidates will possess:

• Dealer Partnership and Performance experience
• NPI Product Support – development and deployment
• Bachelor’s degree in accreted Engineering curriculum or technical degree
• Prior experience in product support role
• Prior experience in customer‑facing field engineering roles that combine technical problem‑solving with on‑site support, training, and deployment of new products and technologies.
• Experience with creation and marketing of technical documents

Additional Information:

• This position is in Mossville, IL
• This role may require 25-50% travel

• Domestic relocation assistance is available for this position.

• Visa sponsorship is not available for this position.

Please ensure you frequently sign in to your candidate home for any updates or correspondence for positions that you have applied for. https://cat.wd5.myworkdayjobs.com/CaterpillarCareers.

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 www.caterpillar.com/careers

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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