Product Support Operations Rep - Caterpillar

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar youre 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 dont 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.

Join the EAME Distribution Team as a Product Support Operations Rep where your critical thinking skills and analytical mind will be put at task. Bring your passion for designing architecting and implementing improvement projects to the table while also leveraging the power of storytelling with data. Lead the charge in crafting a project portfolio aimed at simplifying and enhancing our dealers parts & service capacity & capability ultimately driving superior experiences for our dealers & customers across the region. If youre ready to make a significant impact and drive positive change apply now!

EAME Distributions mission is to deliver superior customer experience profitable market leadership and services growth through industrybest distribution performance. We provide governance and administration of Cat dealers across Europe Africa the Middle East and Eurasia.

Job Description

This role covers dealers under the Eastern Africa District portfolio which include Egypt Ghana Nigeria Uganda Tanzania Kenya Madagascar Mauritius Reunion Island primarily. The incumbent is a liaison between the dealers customers and other Caterpillar stakeholders. He or she will also become increasingly familiar with the companys processes systems and methodologies to support the role. Critical attributes in this role include meeting expectations in delivering results considering alternative courses of actions making timely decisions and developing greater communication skills.

Primary roles of the incumbent include:

• Responsible for the Service and Parts Excellence Programs deployment with dealers.

• Prioritize development activities with dealers and access resources to support.

• Support and lead Service and Parts Operations related projects to enhance the dealers Capacity & Capabilities.

• Ensure adequate capability and capacity are in place at the dealers to deliver services growth targets & commitments.

• Cultivate and maintain ongoing customer relationships.

• Providing guidance on existing and potential parts & service issues and improvement measures within the construction Resources and Energy & Transportation industries.

• Assist dealers on forecast strategy planning and operational issues

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

• Analyze and communicate marketplace and competitive activity to Caterpillar personnel and dealers

• Continuing to develop required proficiency level in the specified foundation competencies and skills.

Individuals in this position must understand customer/dealer market and needs and build an understanding of how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales dealer effectiveness overall segment growth NPI process process improvement sales management process improvement etc. Incumbents continue to learn to apply their knowledge of products technology industry etc. in support of Caterpillar dealer and customer expectations and needs.

The Incumbent along with their manager will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned industries developing communication and people relationship skills improving problem solving techniques building 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.

Background/Experience:

• Preferably Engineering background or equivalent experience

• Proven experience in field assignments (2 to 5 years) demonstrated ability to work independently communicate effectively in work groups dealer personnel and customers.

• Knowledge in dealer and customer market needs

• Experience in process improvement marketplace competitive analysis.

• Experience in parts and services.

• Program and project management experience.

• Excellent business acumen and communication skills.

• Ability to work independently and adapt quickly.

• Change management and influencing skills.

• Proficient in English / Arabic language is a plus.

• Travel 50%

What we offer:

From day one youre set up to thrive at Caterpillar: helpful training relatable mentors global experience competitive salary package worklife balance and the growth opportunities you expect with a Fortune 100 company.

You power our success and we are committed to empowering yours. After all when your work can impact the entire world its important to do work that matters.

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment offhighway diesel and natural gas engines industrial gas turbines and dieselelectric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reducedcarbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

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Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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