Product Support Represenative

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.

Job Title: Product Support Rep

As product support Rep. you will be responsible for providing solution to customer problems in timely manner, and ensure customer loyalty .

You will be recognised as the lead in major issue management through network capability and efficiency from a Product Support perspective.

You will be accountable for the customer loyalty.

Job Duties/Responsibilities may include, but are not limited to:

• Collaborate with cross functional teams to ensure global product support readiness for key projects/installations.
• Ensure delivery of network technician training through collaboration with Perkins training team.
• Customer loyalty through implementation of Perkins NPS survey.
• Work with direct customers/OEMs to ensure their equipment is supported well.
• Liaise among distributors, customers and other Caterpillar/Perkins personnel and divisions.
• Be familiar with the company’s processes, systems, and methodologies.
• Accountable for identification, analysis and resolution of needs and problems in assigned discipline/territory.
• Perform complex analysis work, identify, and resolve problems that are more strategic in nature.
• Develop and meet expectations; deliver results, identify, and recommend alternative courses of actions, make timely decisions
• Advise on existing and potential customer service issues and improvement measures (i.e., recommend ways to enhance customer satisfaction through training, customer support agreements, etc).
• Consult with distributors on process improvement methods and assist with process evaluation.
• Stay abreast of industry and technology changes and relate those changes to Perkins distribution and customer needs.
• Manage and resolve all escalated support cases with efficiency and professionalism, ensuring timely communication and resolution.
• Take ownership of product Quality issues, collaborating closely with product and engineering teams to drive improvement  solutions.
• Oversee product warranty and goodwill cases with accountability, balancing customer satisfaction and company policy.
• Provide feedback and insights to the product team to support ongoing product enhancements and quality improvements.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.

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