Technical Representative

**Career Area**:Product Support**:
**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 PURPOSE**:
This position works closely dealers to implement the regional product support strategy, developing the dealer’s technical capabilities, reporting, and product problem management to support customers’ needs.

**JOB DUTIES**:
The incumbent will be responsible for customer satisfaction with the reliability and durability of equipment in the assigned territory:

- Provide technical support and expertise to the dealers' technical teams.
- Administer company warranty and goodwill process and settlements and work with service specialists to ensure dealers have technical capability to identify and repair product deficiencies.
- Coordinate the Product Problem Management for equipment.
- Collect, compile and analyse dealer and customer feedback on product performance and issues.
- Provide effective and consistent interim fixes for product quality issues.
- Coordinate rework efforts and Service Letter completion. Counsel dealers in managing Product Improvement Programs cost effectively and within designated timeframes.
- Be the single point of contact for the field and product groups. Work with Caterpillar Product Groups and other internal Business Units to resolve the technical and operational capabilities of our equipment, technology, and services.
- Maintaining a positive, empathetic and professional attitude toward customers at all times

Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned industry, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership basics. Incumbents must stay abreast of industry and technology changes and learn to relate those changes to Caterpillar, dealer and customer needs.

**Required skill set are**:

- Product support expertise technically and commercially
- Customer focus: able to communicate effectively and create trustful relationship
- Understand the Caterpillar matrix and manage it accordingly
- Project planning and execution including leading remote project teams
- Ability to work independently as well as effectively partner with others in the work group, dealer personnel and customers.

Relocation is available for this position.
Caterpillar is an Equal Opportunity Employer (EEO).

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