Product Support Operations Rep

hace 2 semanas

Santiago, Metropolitana, Chile Caterpillar A tiempo completo

Career Area:

Marketing / Sales / Product Support**:

JOB PURPOSE:

To contribute to the Caterpillar and dealer business plan by increasing service profitability, effective service capability and efficiency; contributing to dealer service product growth and enhancing customer satisfaction.

This is a second level service operations focused field-based assignment and generally involves working with larger dealers and more complex issues.


JOB RELATED STATISTICS:

Sales impact:
Varies by District and Area

JOB DUTIES:

The key role of this assignment is that of an individual contributor who is beginning to develop a reputation as an expert in process improvement methodologies that improve dealer profitability.

The incumbent is a liaison among dealers, customers and other Caterpillar personnel. Incumbent is very familiar with the company's processes, systems and methodologies. Incumbent is accountable for identification, analysis and resolution of service needs and problems in assigned discipline/district. Position performs complex analysis work, identifies and resolves problems that are more strategic in nature.

Challenges include developing and meeting expectations in delivering results, identifying and recommending alternative courses of actions, making timely decisions and developing greater communication skills.

Direct work with other Caterpillar units, customers and possibly, suppliers require incumbent to demonstrate skill in negotiation, building consensus and achieving compromise.


Primary roles of the incumbent include: advising dealers on information systems and identifying and communicating value and shortcomings of systems to Caterpillar and other dealers; assisting dealers in business planning including counseling dealers on and recommending changes to facilities, tooling, systems and on effectiveness of meeting expected business results; counseling dealers in developing increased human performance capability such as assessing, identifying and implementing performance gap solutions; advising on existing and potential customer service issues and improvement measures by analyzing and reporting on commercial impact of product problems; consulting with dealers on process improvement methods, assisting with process evaluation and dealer participation in Caterpillar improvement programs; and continuing to develop required proficiency level in the specified foundation competencies and skills.


Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes.

Key learning comes from continued experience in the assigned territory or industry, enhancing communication and people relationship skills, improving problem solving and analysis ability, building and using business skills, enhancing use of Caterpillar systems and developing leadership abilities.

Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.


Incumbents at this level should be exhibiting competencies at the 5 or 6 proficiency level as defined in the Global Job Profiles.

BACKGROUND/

EXPERIENCE:
This position requires a college or university degree or equivalent experience.

Incumbents usually have had 6 to 8 years prior experience in field assignments and have demonstrated the ability to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers.

Incumbents will have demonstrated the ability to work on larger scale, more complex assignments and provide direction to lower level reps on project assignments.


Key background / experience:
Fluent in English and Spanish. Minimum 5 years of field experience. Service Experience. Engineering degree. Deep knowledge on dealer ́s services processes.

LI #WeareHiring #Caterpillar

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Submit your information to our Talent Network here.

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