Customer Support Representative at Caterpillar Inc.

Job description

As a Customer Support Representative, you will directly contribute to the Caterpillar and dealer business results by improving the customer experience through our dealers’ product support go-to-market strategy. You will be accountable for increasing customer loyalty, service profitability, service capability & efficiency, and product support revenue. This is a key role directly aligned to improve our dealer capabilities through our Across the Table growth strategy. This is a critical growth opportunity for Caterpillar and our dealers so this assignment involves directly leading initiatives throughout Southern Africa, Madagascar, and the outer island territories. This role requires the individual to be a self-starter, excellent communication skills, ability to translate customer expectations into dealer service offerings, and solid project management to drive sustainable improvements.

Job Duties/Responsibilities May Include, But Are Not Limited To

• Understand the customer expectations for dealer service across construction, mining, and energy & transportation segments.
• Be an expert in process improvement methodologies to improve the customer experience and dealer operational performance.
• Strong communication skills to liaison amongst dealers, customers and other Caterpillar personnel to drive sustainable changes in product support.
• Ability to work effectively across organizational matrices to improve results.
• Passion for implementing new technologies to improve the customer experience and dealer performance.
• Identify, analyze and implement solutions to improve the customer service experience.
• Passion for leading projects to deliver results for both Caterpillar and the dealers by focusing on customer requirements.
• Advise dealers on service operational improvements (i.e. people, process & systems).
• Assist dealers in business planning; counsel dealers and recommend changes to facilities, tooling, and systems to improve service capabilities.
• Counsel dealers to improve technical skills development (i.e. assess, identify and implement performance gap solutions). Strong focus on foundation skills development and integrating game-changing capabilities when appropriate.
• Apply operational improvements to improve machine & product support sales, dealer effectiveness, NPI processes, and warranty & policy administration.
• Direct development and continual learning through experience, stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.

Required Qualifications

• A college or university degree in relevant field (e.g. Engineering, Business, Marketing) or equivalent work experience
• 6+ years experience in a relevant industry
• Passion for delivering results
• Ability to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers.
• Solid project management and negotiating skills
• Able to work on larger scale, more complex assignments and provide direction to more junior employees on project assignments
• Fluency in English (written and spoken)

Desired Qualifications

• 8 to 10 years of job related work experience in a field assignment focusing on dealer capability improvements
• Knowledge of Caterpillar products and dealer network
• Experience in other service related industries such as Agriculture, Automotive, etc..

EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.