Service Support Consultant

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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.

Join Caterpillar’s lifecycle solutions team in our Construction Industries (CI) division and help deliver on our strategy to solve customers’ toughest challenges. As Service Support Consultant, you will help strengthen dealer and field support, improve issue resolution, and execute service strategies that improve customer uptime, product quality, and long-term lifecycle value across Americas North.

Role Summary:
As the Service Support Consultant, you will provide focused support to CI field teams, dealers, and internal partners across Americas North by helping execute high-priority service support initiatives, training and development activities, dealer technical communicator engagement, and customer issue resolution. This role serves as a key regional resource for helping dealers address customers’ most difficult service challenges, improving consistency, responsiveness, and support effectiveness across the CI service network while protecting uptime and reinforcing Caterpillar’s commitment to customer success.

What You Will Do (Job Duties):

• Support execution of high-priority field support activities, including service letters, containment actions, quality initiatives, and regional support plans that help dealers and customers resolve urgent service issues and keep critical equipment working.
• Partner with field representatives, dealers, product groups, and internal support teams to improve responsiveness, prioritize the service needs that matter most to customers, and strengthen alignment on product support and issue resolution.
• Manage and help prioritize condition monitoring leads in partnership with dealers and field teams, turning equipment insights into proactive support actions that improve uptime, reduce avoidable downtime, and help customers address issues before they become larger challenges.
• Lead and support training and development activities for service support representatives, including monthly communications, annual conference planning, new representative onboarding, and pre-field representative development.
• Coordinate dealer technical communicator engagement and conference support, helping connect dealers with product and component group partners while improving the flow of technical information to the field.
• Serve as a subject matter resource for region- and dealer-specific service issues, helping identify root causes, escalate concerns, communicate support actions, and drive practical solutions that protect customer satisfaction and help customers overcome their toughest operating challenges.

What You Will Have (Core Skills):

Customer Focus: Understands dealer and customer service needs, prioritizes support actions that improve uptime and satisfaction, and helps translate field feedback into practical issue resolution and service improvement plans that solve meaningful customer challenges.

Technical and Service Knowledge: Applies strong product support, service process, and dealer operations knowledge to help diagnose issues, support field execution, and connect the right internal resources to dealer and customer needs.

Effective Communication: Communicates technical, service, and quality topics clearly to field teams, dealers, and internal partners, tailoring messages for the audience and driving alignment on priorities, actions, and follow-up.

Problem Solving: Uses sound judgment, data, and field input to prioritize issues, support root-cause understanding, and move complex service concerns toward timely resolution.

Relationship Management: Builds trusted relationships with dealers, field representatives, product groups, and internal support partners; sets clear expectations, facilitates collaboration, and follows through on support commitments.

Top Candidates Will Have:

• Experience supporting Construction Industries products, dealer service operations, field service teams, or technical support processes.

• Strong ability to coordinate across dealers, field representatives, product groups, and internal partners to resolve service issues and execute support plans.

• Experience developing or supporting service communications, training content, technical meetings, representative onboarding, or dealer technical communicator engagement.

• Demonstrated ability to manage multiple service priorities, organize support activity, and follow through on actions in a fast-paced field support environment.

• Strong customer-first mindset, technical curiosity, and ability to influence without direct authority across a broad Americas North support network.

Additional Information:

• This position is located in Peoria, IL.
• Relocation assistance is available.
• Visa Sponsorship and ISE are NOT available for this position.
• Travel in this role is 30%.

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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