Product Support Operations Representative

Product Support Operations Representative

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Together, we are building a better world, so we can all enjoy living in it.

Product Support

• The Parts & Service Operations Representative (PSOR) plays a critical role in ensuring that dealers have the right Parts and Service capabilities to deliver the exceptional customer experience expected by the organization. This position is responsible for driving dealer performance by setting clear parts and service expectations, monitoring progress, alignment, and providing strategic support to close performance gaps.
• The PSOR works closely with dealers to identify areas for improvement and develop structured action plans that align with organizational standards. Project management is a key component of this role, as the PSOR governs the execution of improvement initiatives, tracks progress and ensures timely delivery of results. Success in this position requires strong relationship-building skills and the ability to engage in crucial conversations that influence dealer behavior and drive change.
• In addition to execution excellence, the PSOR must demonstrate strategic thinking to prioritize initiatives and deliver sustainable improvements in dealer performance. This role demands a balance of analytical capability, interpersonal effectiveness, and operational discipline to ensure that every dealer meets or exceeds the expected customer experience standards.

• This role is located in Philadelphia, PA and does offer relocation
• This role is 1st shift
• This role is 100% on-site with no opportunity for hybrid or remote schedules
• This role requires up to 50% domestic travel

• 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), 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 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 such as:
• 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 to improve dealer efficiency and customer experience.
• Assist dealers in business planning including counseling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
• Other duties as assigned by Caterpillar management from time-to-time.

• Customer Focus:
  Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all…