Service Support Consultant

Product Support

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.

As the Service Support Consultant, you will provide focused support to CI field teams, dealers, and internal partners across Americas North by helping execute high-priority service support initiatives, training and development activities, dealer technical communicator engagement, and customer issue resolution. This role serves as a key regional resource for helping dealers address customers’ most difficult service challenges, improving consistency, responsiveness, and support effectiveness across the CI service network while protecting uptime and reinforcing Caterpillar’s commitment to customer success.

• Support execution of high-priority field support activities, including service letters, containment actions, quality initiatives, and regional support plans that help dealers and customers resolve urgent service issues and keep critical equipment working.
• Partner with field representatives, dealers, product groups, and internal support teams to improve responsiveness, prioritize the service needs that matter most to customers, and strengthen alignment on product support and issue resolution.
• Manage and help prioritize condition monitoring leads in partnership with dealers and field teams, turning equipment insights into proactive support actions that improve uptime, reduce avoidable downtime, and help customers address issues before they become larger challenges.
• Lead and support training and development activities for service support representatives, including monthly communications, annual conference planning, new representative onboarding, and pre-field representative development.
• Coordinate dealer technical communicator engagement and conference support, helping connect dealers with product and component group partners while improving the flow of technical information to the field.
• Serve as a subject matter resource for region- and dealer-specific service issues, helping identify root causes, elevate concerns, communicate support actions, and drive practical solutions that protect customer satisfaction and help customers overcome their toughest operating challenges.

Customer Focus: Understands dealer and customer service needs, prioritizes support actions that improve uptime and satisfaction, and helps translate field feedback into practical issue resolution and service improvement plans that solve meaningful customer challenges.

Technical and Service Knowledge: Applies strong product support, service process, and dealer operations knowledge to help diagnose issues, support field execution, and connect the right internal resources to dealer and customer needs.

Effective Communication: Communicates technical, service, and quality topics clearly to field teams, dealers, and internal partners, tailoring messages for the audience and driving alignment on priorities, actions, and follow-up.

Problem Solving: Uses sound judgment, data, and field input to prioritize issues, support root-cause understanding, and move complex service concerns toward timely resolution.

Relationship Management: Builds trusted relationships with dealers, field representatives, product groups, and internal support partners; sets…