Technical Support Representative

描述

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.

Role Summary

As a Technical Support Representative, you will play a key role in helping dealers and customers resolve product-related issues while enhancing the overall ownership experience. You will partner with dealers, customers, and internal teams to identify product concerns, drive effective solutions, and minimize business impact. Through technical expertise, strong collaboration, and customer advocacy, you will help improve product performance, strengthen dealer capabilities, and maximize customer loyalty.

What You Will Do (Job Duties):

• Support product problem management activities within an assigned territory or industry, ensuring timely and effective resolution of customer concerns.
• Partner with dealers to strengthen their technical capabilities in diagnosing and repairing product issues.
• Provide guidance to dealers on service operations, process improvements, and systems that enhance service quality and profitability.
• Drive and support dealer Product Problem Management processes to improve customer outcomes and operational performance.
• Advise dealers on communicating service solutions and value propositions to customers.
• Lead the effective execution of Product Improvement Programs, ensuring completion within established timelines and budgets.
• Collaborate with internal engineering, product, and support teams to identify and implement product defect solutions for customers.
• Utilize available resources, including goodwill programs, to resolve customer concerns while minimizing commercial impact and preserving customer satisfaction.

What You Will Have (Core Skills):

• Bachelor's degree or equivalent experience preferred.

• Customer Focus: Build strong customer relationships, anticipate customer needs, and deliver solutions that drive satisfaction and loyalty.
• Consulting & Influence: Provide technical guidance and recommendations to dealers, customers, and business partners while building trust and credibility.
• Communication: Communicate complex information clearly and effectively across diverse audiences, both verbally and in writing.
• Problem Solving: Analyze complex issues, identify root causes, and implement effective solutions that improve customer and business outcomes.
• Relationship Management: Develop and maintain collaborative relationships with dealers, customers, and cross-functional teams to achieve shared objectives.
• Technical & Service Excellence: Apply strong technical expertise to diagnose product issues, support repairs, and deliver effective technical solutions. Also resolve customer issues effectively while providing exceptional service and creating positive customer experiences.
• Project Management: Plan, coordinate, and track multiple initiatives while managing priorities, timelines, and stakeholder expectations.
• undefined

Top Candidates Will Have

• Technical support experience with dealers, customers, or field service teams.
• Strong product support, troubleshooting, and issue-resolution skills.
• Ability to influence and collaborate across functions.
• Experience leading initiatives that improve product performance and customer satisfaction.
• Proven ability to balance technical problem-solving with customer relationship management.

Additional Information:

• Location(s) for this position are Phoenix, AZ or Denver, CO
• Relocation assistance is available
• Visa sponsorship and ISE are not available
• Expected travel is 75% and primarily covers: AZ, NV, UT, WY, CO, and NM

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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