Technical Support Representative

Career Area: Product Support 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. Important: -Don’t forget to include a resumé in English in your profile in Workday -Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method.  If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status. About EPD: Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

The Electric Power Division has an exciting opportunity for an Electric Power Technical Support Representative. As an Electric Power Technical Support Representative at Caterpillar, you will be Caterpillar’s in-territory representative for Electric Power product problem management to minimize the commercial impact of customer complaints related to products, applications, and maintenance requirements. You will also be responsible for carrying out Electric Power product support development initiatives and managing product support KPI's (Key Performance Indicators) with dealers within your territory. By successfully delivering customer focused outcomes, you will have a direct bottom line impact on Caterpillar and dealer financial results. What You Will Do: -Serve as Caterpillar’s in-territory representative for Electric Power Product Problem Management (PPM), leading the identification, escalation, investigation, and resolution of product, application, and maintenance-related issues to minimize customer downtime and commercial impact. -Partner with dealers, customers, product groups, and engineering teams to execute the Product Problem Management process, ensuring timely issue containment, root cause identification, corrective action implementation, and effective communication throughout the resolution process. -Facilitate factory technical assistance and coordinate cross-functional support resources to resolve complex technical issues and improve customer outcomes. -Represent Caterpillar during customer and dealer engagements related to product support concerns, technical issue resolution, and product performance discussions. -Lead customer experience improvement efforts through effective goodwill training, administration, and governance, ensuring goodwill decisions are consistent, customer-focused, and aligned with Caterpillar policies and business objectives. -Ensure dealers have the capability and capacity to diagnose, troubleshoot, and service all Electric Power products they sell, including diesel generator sets, natural gas generator sets, and electrical distribution equipment. -Develop dealer technical capabilities and product support excellence, with a focus on servicing generator set fleets operating in standby, prime power, and critical