Product Support Specialist Rep

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 recognized 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, and develop greater communication skills.
• 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.
  
  Skill Descriptors

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

  Level Working Knowledge: 
  •    Communicates the importance of customer needs/expectations and commits to resolving them.
  •    Researches and verifies customer needs and expectations.
  •    Solicits customer satisfaction feedback and acts on improvement opportunities.
  •    Helps link organizational objectives to customer needs and expectations.
  •    Meets regularly with customers to understand their wants, needs and expectations.

  Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  Level Working Knowledge: 
  •    Provides a quality of service that customers describe as excellent.
  •    Resolves common customer problems.
  •    Responds to unexpected customer requests with a sense of urgency and positive action.
  •    Documents customer complaints in a timely manner.

  Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
  Level Working Knowledge: 
  •    Demonstrates experience participating in productive collaborative processes.
  •    Helps solve business problems and meet business goals through collaborative processes.

  Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
  Level Working Knowledge: 
  •    Explains the requirements, deliverables, costs, and criticalities of the assignment.
  •    Uses formal and informal means to keep client informed on progress and issues.
  •    Documents client's objectives and project scope.

  Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  Level Working Knowledge: 
  •    Applies an assigned technique for critical thinking in a decision-making process.
  •    Identifies, obtains, and organizes relevant data and ideas.
  •    Participates in documenting data, ideas, players, stakeholders, and processes.
  •    Recognizes, clarifies, and prioritizes concerns.
  •    Assists in assessing risks, benefits and consideration of alternatives.

  Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  Level Working Knowledge: 
  •    Delivers helpful feedback that focuses on behaviors without offending the recipient.
  •    Listens to feedback without defensiveness and uses it for own communication effectiveness.
  •    Makes oral presentations and writes reports needed for own work.

  Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  Level Extensive Experience: 
  •    Ensures capture of lessons to be learned from a problem-solving effort.
  •    Organizes potential problem solvers and leads problem resolution efforts.
  •    Uses varying problem-solving approaches and techniques as appropriate.
  •    Contributes to standard practices for problem-solving approaches, tools, and processes.
  •    Analyzes and synthesizes information and devises alternative resolution strategies.

  Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  Level Working Knowledge: 
  •    Provides prompt and effective responses to client requests and interactions.
  •    Monitors client satisfaction levels on a regular basis.
  •    Alerts own team to problems in client satisfaction.
  •    Differentiates the roles and responsibilities in a business relationship.
  •    Works with clients to address critical issues and resolve major problems.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.

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