Machine Technical Service Representative

Machine Technical Service Representative

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Career Area

Product Support

Role

Summary:

Working hands‑on with construction equipment, customers, and dealers, this role consults on machine product problem management within an assigned territory for Caterpillar machines. This is a dealer and customer‑facing assignment where technical aptitude partnered with strong decision making and customer service skills is the key to success.

• Drive and support Dealer Product Problem Management 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 complaints, ensure customers receive fair value and promote additional customer touch points and future sales in concert with dealer personnel.
• Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages. Mentor team members on communication, problem solving and sharing technical expertise.
• Direct dealers in managing Product Improvement Programs cost‑effectively and within designated time frames.
• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.
• Provide input to Service Operations Specialists for shop operations, service process improvements, and systems to help dealers achieve higher service quality and improve profitability.

• Problem Solving Skills – Extensive experience: can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide‑impact customer problems.
• Service Excellence and Customer Focus:
  Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Can anticipate customer needs and proactively satisfy.
• Product Technical Knowledge – Extensive experience: provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Construction equipment/heavy machinery experience (hands on or job in industry).
• Effective Communications – Communicates well downward, upward, and outward; adapts documents and presentations for the intended audience and provides feedback and coaching to others’ presentations.

Travel Requirement: 50-70% within territory

• Related experience in product support, quality and/or engineering roles
• Prior field based or dealer facing experience
• Technical knowledge or experience troubleshooting construction equipment product issues
• Demonstrated ability to work independently and on complex technical assignments
• Knowledge and/or experience working with dealerships and dealer networks in service engineering capacity
• Project management and consulting skills
• Knowledge and understanding of how CAT machines operate

• This role travels frequently to dealer locations (50‑70%) in Georgia, Florida and Alabama
• Location:
  
  The selected candidate must reside in Atlanta, GA, for proximity to our district office
• A company vehicle and cell phone stipend are provided.
• This role covers two Caterpillar dealers:
  Ring Power and Thompson Tractor

Summary Pay Range $95,640.00 – $

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience.…