Service Regional Consultant - Americas North & LATAM

Career Area: Product Support

Job Description:

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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers.

Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence.

The Service Options Regional Consultant will serve as the face of Service Options for industry teams worldwide and act as the critical connection point between the Dynamic Service Options (DSO) program and Americas North / LATAM dealers for VOD collection. This individual will support Lean Innovation, NPI programs, dealer readiness, and deployment of service option capabilities that enable efficient, accurate, and competitive quoting.

• Location: Peoria, IL (United States)
• Required Travel: Up to 50% travel (international and domestic-North & South America)
• Relocation Assistance Offered: None
• US Work Sponsorship Offered: None

• Lean Innovation: Conduct dealer interviews and experiments to inform future repair and service experiences as part of the Lean Innovation team.
• Dealer Requirements: Gather and validate dealer business requirements for Rebuild, Maintenance, and Repair NPIs in partnership with workstream leads.
• UAT Execution: Perform User Acceptance Testing and coordinate dealer participation, feedback, and issue resolution.
• Deployment, Training, & Application Expertise: Support NPI digital application rollout to dealers through PSOR/ASC engagement and training.
• Respond to dealer requests related to current and future application functionality, access, and integrations as first line support to industry and district reps and their dealers.
• Dealer Business Process Consulting: Partner with dealers, reps, and market professionals to identify operational challenges related to service options and define best‑practice processes across sales, operations, and IT. Provide consulting and recommendations to improve workflow efficiency, including on‑site visits as needed to assess dealer practices and offer tailored solutions as needed.
• Projects: Lead small projects as needed related to service options and delivery of new solutions.

• Customer Focus: Knowledge of the 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.
• 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.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process…