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Caterpillar Inc. has been making sustainable progress possible and driving positive change on every continent. Customers turn to Caterpillar to help them develop infrastructure, energy and natural resource assets. With 2015 sales and revenues of $47.011 billion, Caterpillar is the world’s leading manufacturer of construction and mining equipment, di...
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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.
Caterpillar’s Global Construction & Infrastructure (GCI) division has an exciting opening for a Senior Technical Representative to support Chinese Accounts in Africa, Middle East and Eurasia. Working hands-on with construction equipment, customers, and dealers, this role consults on machine product problem management within an assigned territory for Caterpillar machines. This is a dealer and customer facing assignment where technical aptitude partnered with strong decision making and customer service skills is the key to success. If being hands-on with Caterpillar machines in the field sounds appealing, apply today!
What you will do:
- Drive and support Dealer Product Problem Management process; including in proactively identifying and resolving complex technical product issues, failure analysis, identifying interim technical solutions, communicating with engineering, and goodwill decisions to maximize customer experience.
- Regularly interface with dealers and customers to minimize the commercial impact of customer complaints, ensure customers receive fair value and promote additional customer touch points and future sales in concert with dealer personnel.
- Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages. Mentor team members on communication, problem solving and sharing technical expertise.
- 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.
- Provide input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.
Skills you have:
- Problem solving – Expert level: ability to gain agreement on the problem-solving process, risk assessment, decision points, and criteria and train others in this area. Can resolve complex customer problems
- Service excellence and Customer focus - Extensive experience: ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Can anticipate customer needs and proactively satisfy.
- Consulting and effective communications– Extensive experience: knowledge of techniques, roles, and responsibilities in providing technical or business guidance to customers. Manages all aspects and phases of a consulting relationship and successfully engage others through clear and tailored communications.
- Product technical knowledge – Extensive experience: provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Technical expertise on Excavation and Earthmoving construction equipment.
Degree and Experience requirement:
- Bachelor Degree
- 8+ years of product support, quality, sales, and/or engineering experience
- Construction equipment/heavy machinery experience (hands on or job in industry)
- Incumbent must speak fluently Chinese and English
Top Candidates Will Also Have:
- Prior field based or dealer facing experiences
- Technical knowledge or experience troubleshooting construction equipment product issues
- Demonstrated ability to work independently and on complex assignments across a large territory
Additional Details:
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