Product Service Specialist

Job Description

When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work 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.

Product Support

As a Product Service Specialist, your responsibility is to serve as the first point of contact for Caterpillar Dealers & internal Cat personnel requiring assistance with product management (for all Caterpillar Products). The main responsibility is to process Service Requests from the Dealer/Customer utilizing Phone & Electronic channels. This role provides the dealer/customer with interim and permanent repair information to restore product functionality.

Position will accomplish:

• The initial “triage” on Service Requests
• Investigates documented information
• Manages dealer inquiry to closure

• Location:
  
  Morton, IL (United States)
• Required Travel:
  Less than 10% (Domestic + International)
• Relocation Assistance Offered:
  None
• US Work Sponsorship Offered:
  None

• Ensuring that relevant details of the SR are documented, (i.e. S/N, dealer details, product problem description, escalation, resolution)
• Investigating SR and document into PSCRM
• Assigning Caterpillar priority to Service Request
• Escalating the inquiry when needed to subject matter experts
• Facilitates problem resolution between Dealer and internal Caterpillar personnel
• Reopening and/or reviewing issues with dealers as appropriate
• Adherence to GDSN Best Practices (Guidelines)
• Any additional job duties requested by management

• 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.
• Data Gathering & Analysis:
  Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• 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.
• 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.
• 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.
• 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.
• Relationship Management:
  Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Technical Excellence:
  Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Through it all, we are one team – creating and delivering world‑class components and solutions superior to the competition. Learn more about the Caterpillar Experience
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Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off‑highway diesel and natural gas engines, industrial gas turbines and diesel‑electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced‑carbon future. Our innovative products and services, backed by our global dealer network, provide…