Marketing / Sales / Product Support

Caterpillar

Job Description



Career Area:

Marketing / Sales / Product Support

Job Description:

The Service Technology team, within Technical Information Solutions (Global Service – Americas Distribution Service & Marketing Division) , is responsible for developing and deploying digital products that will take equipment service to a whole new level. 

As a dealer-facing Remote Service & Cat Electronic Technician (ET) Consultant, you will have a unique opportunity to drive rapid change in how dealers and customers update and troubleshoot their equipment. You will be integral to the success of the Electronic Technician (ET) Transformation program, which is focused on integrating Electronic Technician (ET) features into other platforms and enabling Electronic Technician (ET) to be used on-site over WIFI and remotely from a dealership. This effort will result in more up-to-date equipment and a much more efficient and safer service experience for technicians.

In this role, you will serve as a field-facing process expert, guiding dealers through the adoption of Remote Flash and Remote Troubleshoot. Working with DSD and Industry counterparts, you will play a critical role in achieving the Service Excellence Program metrics related to Remote Service.

Job duties/responsibilities may include, but are not limited to:

  • Provide field facing teams with deep subject matter expertise in Cat ET technology and the associated remote service process and capability requirements

  • In alignment with Service Excellence Program, support field facing teams in achieving the Remote Flash and Remote Troubleshoot annual targets

  • Partner with field facing teams on dealer and customer change management and remote service value messaging

  • Develop, maintain, and share remote service process documentation and training material

  • Capture and share dealer and customer best practices in remote service processes and capabilities

  • Monitor and communicate the status of dealer adoption of remote flash/troubleshoot vs. targets

  • Support new feature validation

  • Proactively gather voice of customer/dealer to the Service Technology team to guide the priority of future Cat ET development

 Basic Qualifications: 

  • Bachelor’s degree

  • At least five years of experience in either product support, product group, industry team, or technology development or deployment

Top Candidates Will Also Have:

  • A prior field-facing role or dealer support role

  • Strong skills in organization, collaboration, attention to detail, influencing, communication, change management, and gaining commitment

  • High technical focus and broad dealer business understanding

  • Proven ability to lead complex projects and drive results with high autonomy

  • Demonstrated involvement in innovation and use of technology to solve problems

  • Successfully investigated complex issues and recommend solutions

  • Demonstrated excellence in a team environment

Additional Information:

  • Travel requirement is less than 25%

  • Continental US or EAME

  • Remote Work Option

  • #LI-REMOTE

  • #BI-REMOTE

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.  As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at  www.caterpillar.com/careers

Caterpillar is an Equal Opportunity Employer (EEO).

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