Job Description

Career Area: Product Support

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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.

As a Product Support Operations Representative, you will contribute to the Caterpillar and dealer business plan by increasing parts and service operational excellence, effective service capability and efficiency; contributing to dealer service growth and enhancing customer satisfaction. This field-based assignment is an introductory position dealing with parts and service operations. The candidate is preferred to have 3 to 5 years previous field experience.
This position is based in Singapore to support Caterpillar dealer in Philippines Monark.

Primary responsibilities 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 digital technology and tools to improve process efficiency and customer service experiences.

Support products and services introduction (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.

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.

Requirements

Flexibility to travel regionally, in particularly to the Philippines

Prior experience in machinery field service

Passionate in driving dealer partnerships

Strong influencer in driving transformations

Caterpillar is an Equal Opportunity Employer (EEO).

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