Product Support Operations Representative

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Career Area:

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.

The key role of the Product Support Operations Representative (PSOR) allows you to learn and assist others while building industry knowledge. This is a parts and service operations focused assignment working directly with Cat dealers , in achieving service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products. This position will be based in Melbourne.

Job duties:

• Liaison among dealers, customers and other Caterpillar personnel.

• Being 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.

• Perform complex analysis work, identifies and resolves problems that are more strategic in nature. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and communicate effectively.

Primary roles of the successful individual include but not limited to:

• Lead and deliver on initiatives to elevate dealer capabilities, capacity and profitability.

• Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.

• Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions).

• Identify and deliver targeted dealer Service Operations improvements.

• Support initiatives to enhance dealer effectiveness, safety, overall segment growth, process improvement, warranty policy.

• Support rollout of new products and services (e.g., products, parts, customer service agreements, other service solutions)

• Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.

As a dealer facing representative, you will collaborate with dealers to build capability, drive process improvement, and execute Product Support Operations related strategies. You will build strong business relationships with the Cat dealers in your portfolio, connect data to identify opportunities and develop solutions to solve our customers’ toughest challenges.

Desired Skills and Experience:

• Customer Focus

• Problem Solving and Project Management

• Service Excellence

• Consulting and Change Management

• Decision Making and Critical Thinking

• Relationship Management

• Analytical skills to interpret and understand data to drive actions

• Ability to work independently, collaboratively and communicate with others in a variety of work environments to build trust

• Ability to steer change, identify problems and develop solutions

• Effective communication and negotiation skills

• Prior experience in field assignments, product support related roles, or dealer facing positions will be beneficial

• Must be willing to travel up to 30%.

Career & Development:

Your career and development is important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar.

If you can meet the above requirements and are looking for an exciting and rewarding career, please apply today.

Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in future require sponsorship for employment-based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of Australia which can be found through our employment website http://www.caterpillar.com/careers.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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