Service Support Technical Representative - Customer Solutions Core Regions; CSCR

Position: Service Support Technical Representative - Customer Solutions Core Regions (CSCR)
Service Support Technical Representative
- Customer Solutions Core Regions (CSCR)
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- Customer Solutions Core Regions (CSCR) page is loaded## Service Support Technical Representative
- Customer Solutions Core Regions (CSCR)
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** Career Area:
** Product Support
*
* 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.

Caterpillar’s Customer Solutions Core Regions (CSCR) Division is seeking a highly engaged self-starter to join our CI Core Pacific West Team as the
** Service Support Technical Representative
** for CI Core prime machines (formerly Global Construction & Infrastructure, GCI), dedicated to supporting Caterpillar dealers.  If traveling to customer sites with dealers to be hands-on with Caterpillar machines in the field sounds appealing, apply today!
** Role

Summary:

** This role will have responsibility for working hands-on with construction equipment, customers, and dealers; this role consults on machine product problem management within an assigned service territory for Caterpillar machines.  This is a dealer and customer-facing assignment where technical aptitude partnered with strong decision-making and customer service skills are the keys to success.
** About Customer Solutions Core Regions Division
** The Customer Solutions Core Regions Division is committed to solving customer challenges that extend beyond purchasing machines and parts.  This team – alongside dealers— will engage more closely with customers to create, customize, and adapt solutions to meet their needs by leveraging the extensive range of offerings across products and services, digital and technology, rental and used, and financing.  The division is regionally focused on the unique needs of customers in the Core Regions, which is comprised of Americas North, Europe, Japan, Australia, and New Zealand.

** This role is North American focused.
**** What You Will Do (Job Duties):
*** Drive and support Dealer Product Problem Management (DPPM) process; including proactively identifying and resolving complex technical product issues, failure analysis, identifying interim technical solutions, communicating with engineering, and goodwill decisions to maximize customer experience
* Regularly interface with dealers and customers to minimize the commercial impact of customer dissatisfaction, ensure customers receive fair value and promote additional customer touch points for future sales in concert with dealer personnel
* Provide technical guidance and counsel dealers with presentations designed to inform customers of service advantages
* Directing dealers in managing Product Improvement Programs cost-effectively and within designated time frames
* Collaborate internally with business partners to deliver product defect fixes for end-users of Caterpillar machines in partnership with Cat dealers
* Provide input to Service Operations Specialists for shop operations, service process improvements, and dealer systems to help dealers achieve higher service quality and improve profitability
* Mentor team…