Technical Representative

Career Area:

Product Support

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.

Role Definition
Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

Responsibilities
•    Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.
•    Building dealer's technical capabilities to identify and repair product deficiencies.
•    Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages.
•    Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
•    Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

Degree Requirement
Degree or equivalent experience desired

Skill Descriptors
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.
 Level Extensive Experience: 
•    Facilitates creation of the 'right' products and services to resolve customer business issues.
•    Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
•    Advises others on creating customer focused environments in various scenarios.
•    Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
•    Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
•    Communicates and models the criticality of customer focus as an organizational strategy.

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.
 Level Extensive Experience: 
•    Anticipates customers' needs and satisfies them proactively.
•    Resolves complex customer complaints or problems.
•    Teaches others how to deliver excellent customer service in a variety of settings.
•    Applies the concept of 'Moments of Truth' to customer service.
•    Participates in developing a variety of effective ways to deal with difficult customers.
•    Recovers from a service failure in a way that enhances customer's esteem of the organization.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
 Level Working Knowledge: 
•    Explains the requirements, deliverables, costs, and criticalities of the assignment.
•    Participates in developing consulting opportunities or assignments.
•    Uses formal and informal means to keep client informed on progress and issues.
•    Carries out the agreed-upon consulting assignment in a professional manner.
•    Documents client's objectives and project scope.

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.
 Level Extensive Experience: 
•    Reviews others' writing or presentations and provides feedback and coaching.
•    Adapts documents and presentations for the intended audience.
•    Demonstrates both empathy and assertiveness when communicating a need or defending a position.
•    Communicates well downward, upward, and outward.
•    Employs appropriate methods of persuasion when soliciting agreement.
•    Maintains focus on the topic at hand.

Problem Solving: 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.
 Level Extensive Experience: 
•    Ensures capture of lessons to be learned from a problem-solving effort.
•    Organizes potential problem solvers and leads problem resolution efforts.
•    Uses varying problem-solving approaches and techniques as appropriate.
•    Contributes to standard practices for problem-solving approaches, tools, and processes.
•    Analyzes and synthesizes information and devises alternative resolution strategies.
•    Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
 Level Extensive Experience: 
•    Communicates to clients regarding expectations of all parties.
•    Participates in negotiating the terms of the business relationship.
•    Conducts periodic reviews of work effort, progress, issues, and successes.
•    Maintains productive, long-term relationships with clients or vendors.
•    Creates opportunities to educate support teams on client priorities.
•    Empowers others to establish collaborative, healthy relationships.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
 Level Extensive Experience: 
•    Advises others on the assessment and provision of all technical solutions.
•    Engages appropriate subject matter resources to effectively resolve technical issues.
•    Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
•    Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
•    Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
•    Assumes accountability for personal technical performance and holds others responsible for theirs.

Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
 Level Working Knowledge: 
•    Provides input for Gantt or PERT charts or their equivalent to track project progress and status.
•    Under guidance, plans and estimates simple projects.
•    Assists in detailed project plans including cost, schedule, and resource requirements.
•    Obtains information from stakeholders during the planning stage of a project.
•    Produces standard project status reports.

Additional Details

• Work location: Mainly at dealer Kashiwa branch. Domestic relocation support available.

Posting Dates:

February 24, 2025 - February 28, 2025

Caterpillar is an Equal Opportunity Employer (EEO).

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