Machine Technical Service Representative at Caterpillar Inc.

Role Definition:

• In this role, you will be on the frontline of supporting our network of dealers and customers. Cultivating strong customer and dealer relationships and using sound logic, you’ll be responsible for executing decisions on behalf of Caterpillar to ensure superb customer and dealer experience.

What You Will Do (Responsibilities):

• Represent Caterpillar at customer and dealer sites to understand customer needs and machine applications and performance.
• Travel throughout the assigned territory within Africa to provide technical consultation and support on product performance.
• Exercise strong decision-making skills, making judgements on complex products.
• Determine appropriate levels of support required for customer experience and peak product performance.
• Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth and process improvements.
• Help dealers achieve higher service quality working with industry sales representatives to develop total customer solutions.
• Work with Service Specialists to ensure dealers meet targets for Customer Satisfaction.
• Liaise with Caterpillar Product Support Managers and Support Engineers regarding product enhancements and future developments.
• Educate/train dealers on Caterpillar product technical specifications.
• Stay abreast of industry trends and technological advancements, and effectively relate these developments to Caterpillar, dealer, and customer needs.

What You Will Have (Preferred Skills):

• Minimum 5 years of engineering, technical support, or product support experience, preferably within the heavy equipment industry.
• Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• Fluency in English (proficiency in French, Arabic, Portuguese, or other relevant African languages would be an added advantage)
• Strong written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and practical messages.
• Excellent interpersonal and collaboration skills, with a proven ability to build effective relationships across diverse teams and stakeholder groups.
• Self-motivated and proactive, with a demonstrated ability to manage priorities and deliver results independently.
• Dynamic and adaptable team player who takes initiative and thrives in a fast-paced environment.
• Strong organizational and prioritization skills, with the ability to manage multiple demands effectively.
• Ability to navigate ambiguity, adapt quickly to changing business needs, and drive progress within the Caterpillar dealer network and customer environment.

Top Candidates Will Also Have:

• Strong technical knowledge and hands-on experience with construction and heavy equipment applications.
• Good understanding of the Caterpillar dealer network, its operating model, and customer support environment.
• Strong technical aptitude, coupled with advanced computer literacy and the ability to effectively utilize a range of Caterpillar systems and digital tools.
• Excellent time management, planning, and organizational skills, with the ability to manage multiple priorities simultaneously.
• Proven ability to work collaboratively, professionally, and respectfully within cross-functional and diverse teams.
• Ability to interpret and understand engineering drawings, specifications, and technical documentation.
• Experience using Power BI for data analysis, reporting, and business insights would be advantageous.
• Sound knowledge of Caterpillar equipment, including machine operation, applications, and customer use cases.
• Previous leadership, mentoring, coaching, or team development experience would be an advantage.
• Experience working across multiple countries, cultures, and dealer organizations within Africa would be highly desirable.

Additional Information:

• Must be able to travel up to 50% (primarily within Africa)
• Office-based, five days a week in Kempton Park, Johannesburg
• Relocation within South Africa will be supported