Product Support Operations Representative

Job Description

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you’re joining a global team that cares not just about the work we do – but also about each other. We are the makers, problem‑solvers, and future world builders creating stronger, more sustainable communities. We don’t just talk about progress and innovation here – we make it happen with our customers, wherever we work and live.

Together, we are building a better world for all to enjoy.

Product Support

As the Product Support Operations Representative, you will be responsible for contributing to the Caterpillar and dealer business plan and the enterprise strategy for solving our customer’s toughest challenges. The focus is on increasing parts and service profitability, building effective product support capabilities, and executing initiatives that deliver customer satisfaction. This service‑operations focused, field‑based assignment generally involves working with larger dealers and more complex issues.

The individual performs complex analysis work, identifies, and resolves problems that are more strategic than tactical.

• Location:
  
  Toronto, Ontario (Canada)
• Required Travel:
  Up to 50% (Domestic/International)
• Relocation Assistance Offered:
  Yes (Domestic)
• Canada Work Authorization Sponsorship Offered:
  Yes

• Ensure dealers deliver the best customer experience and enable services growth by focusing on continuous improvement in the following areas:
  • Lead Operational Excellence: ensure deployment, develop improvement action plans, set targets, and lead governance.
  • Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience.
  • Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center (CRC), Safety, and Repair Options.
  • Continuously improve service operations with high customer experience such as Customer Value Agreement Accuracy, Work in Progress (WIP), and Service and Warranty dealer processes.
  • Lead Parts Operations improvements ensuring optimum customer availability measured by On‑Time‑in‑Full Parts availability.
  • Implement parts planning process with dealers; complete warehouse assessment action plan and increase planning through future planning actions such as Future Dated Orders.
  • Develop and govern execution of the dealer technician plan, ensuring dealers have optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps).
  • Develop and govern Capability and Capacity plan, ensuring dealers have plans to recruit and train technicians and service tooling in place to deliver on growth commitments.
• Lead key Caterpillar strategic initiatives:
  • Support new Caterpillar initiatives (SIS
    2.0, SIS2GO, remote services, SOC, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities that improve dealer efficiency and customer experience.
  • Assist dealers in business planning, including counseling dealers on and recommending changes to facilities, tooling, and systems to improve efficiency and effectiveness.
• Other duties as assigned by Caterpillar management from time‑to‑time.

• Customer Focus:
  Knowledge of 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.
• 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.
• Collaborating:
  Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative 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.
• Decision Making and Critical Thinking:
  Knowledge of the decision‑making process and associated tools and…