Product & Mine Site Support Representative at Caterpillar Inc.

Description

The Product & Mine Site Support Representative is a key Caterpillar point of contact at allocated mine sites, with our dealer and customers. A Key objective is to improve the performance of Caterpillar Mining Products as you work in partnership with the Dealer Site Manager to support all Caterpillar business at the site. Develop, implement, and manage product support processes and equipment management processes at the mine site.

You will bring commercial experience and manage Caterpillar Inc. business risk as it relates to after-sale commercial & performance support from Caterpillar at the site. Co-Manage mine site focus and support from Caterpillar with Commercial Manager(s) and Product Support Manager(s).

Job Duties

• Working directly with many other internal and external teams, you will serve as a key link and must be strong in managing the matrix and influencing others.
• Partner with the Dealer Site Manager to bring Caterpillar, dealer and customer resources together to improve the physical and mechanical availability and productive performance of Cat mining equipment operated at key mine sites. Co-Develop, implement, and manage product support processes and equipment management processes at site with the dealer and customer.
• Establish and maintain high-level relationships with business decision makers and subject matter experts.
• Maintain key site performance metrics including equipment availability, parts availability metrics, operating cost per ton, uptime, etc. Identify trends and potential issues, draw on the matrix organization through Customer Services and Product Support to partner with the dealer to identify root cause and implement corrective action. Responsible for leading site performance improvements based on data, trends, etc.
• Manage Caterpillar Business Risk related to commercial activity with the site. Partner closely with the Mining Region Manager, Commercial Manager and Sales Reps on commercial opportunity at the site. This position is jointly responsible for account recovery strategy and a Performance Improvement strategy plan execution with Commercial Manager(s).
• Develop, prioritize and implement strategies to address customer needs as well as ensuring dealer servicing and support practices align with recovery strategy. Consult with Caterpillar Global Mining leaders, dealers and districts on business plan and opportunities, as well as site priorities. Coordinate Caterpillar resources in support site strategy.
• This position acts as a consultant to dealer and customer operations and maintenance managers as well as executive management advising on strategic direction for proper equipment selection, product problem management and equipment management activities. Coordinates Product Problem Resolution at the mine site.
• Consult on machine application practices and direct Caterpillar, dealer, customer initiatives such that application practices are tailored to maximize project viability.
• Must have ability & knowledge to understand mining cost per ton factors.
• The position often confronts complex issues or problems which require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches.
• Experience and knowledge of what impacts key quality goals including Machine Mechanical Availability, Customer Satisfaction, Machine and Parts sales, Customer Continuous Improvement, Equipment Management, MARC Management, Dealer Service Operations, Timeliness, Efficiency, Cost Savings, Dealer Process Quality, Mine Site KPI Achievement, etc.

Qualifications

• You will bring strong Mine Site Experience and requires Mining Industry Experience.
• Product support, field rep or significant related dealer and customer support activities within the Continuous Improvement, service or commercial areas where a complete understanding of dealer roles and responsibilities was demonstrated as was a proven capability to resolve issues
• Thorough knowledge of the mining and equipment industry, commercial impacts, equipment management, product problem management, and/or warranty practices and procedures.
• Technical Product expertise is required.
• Strong understanding of dealer operations, and field experience.
• Demonstratable track in a similar role and progression in your career.
• Six Sigma experience is preferred.

Education

• A relatable college or university degree in Engineering or equivalent experience.