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Product Support Operations Representative
4 months ago
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.
About the Position:
The key role of the Product Support Operations Representative (PSOR) allows you to learn and assist others while building industry knowledge. This is a parts and service operations-focused assignment working directly with our Caterpillar dealers in achieving service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products. This position will be based in Melbourne.
Job duties:
Liaison among dealers, customers and other Caterpillar personnel.
Being familiar with the company’s processes, systems and methodologies. Incumbent is accountable for identification, analysis and resolution of service needs and problems in assigned discipline/district.
Perform complex analysis work, identifies and resolves problems that are more strategic in nature. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and communicate effectively.
Primary roles of the successful individual include but not limited to:
Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions).
Conduct detailed analyses of dealer Parts and Service operations via excellence programs with special emphasis on streamlining processes and improving dealer capability, capacity and profitability.
Assist with process evaluation and dealer participation in Caterpillar improvement programs.
Apply decisions to support dealer effectiveness, safety, overall segment growth, process improvement, warranty policy.
Support rollout of new products and services (e.g., products, parts, customer service agreements, other service solutions)
Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.
Desired Skills and Experience:
Customer Focus
Problem Solving and Project Management
Service Excellence
Consulting
Collaborating and ability to work independently and being a team player
Decision Making and Critical Thinking
Relationship Management
Effective communications and negotiation skills
Must be willing to travel up to 30%.
Prior experience in field assignments, product support related roles, or dealer facing positions is beneficial
Career & Development:
Your career and development are important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar.
If you can meet the above requirements and are looking for an exciting and rewarding career, please apply today.
