Apply on Employer Site

Caterpillar Inc. · 2 hours ago

Product Service Consultant

Peoria, IL

Full-time

Onsite

Mid Level

$96K/yr - $144K/yr

Caterpillar Inc. is a global team dedicated to building sustainable communities and innovative solutions. The Product Service Consultant will lead the Motorgrader tier 2 dealer solutions network, ensuring customer satisfaction through technical assistance and problem-solving expertise.

ConstructionMachinery ManufacturingManufacturingMechanical Engineering

No H1B

Responsibilities

Dealer Advocate: Main contact for field reps and Caterpillar dealers for addressing technical queries and product issues. Ensure both customer and dealer needs and challenges are effectively communicated to internal engineering teams to drive impactful solutions

Service Excellence: the primary technical liaison between Caterpillar and Dealers utilizing the Caterpillar DSN system. Manage product issues, escalate priorities, gather data, support root cause investigations, and leverage cross-functional experience to solve customer problems and communicate throughout

Continuous Improvement: Identify and lead process improvements to increase team efficiency, quality, and velocity. Provide technical guidance to the Service Engineering team for both complex issue resolution and technical product tool support

Qualification

Motor Grader knowledgeDSN process knowledgeCustomer FocusProblem SolvingMechanical aptitudeEffective Communications

Required

Proven ability to collaborate directly with customers, dealers, and field representatives to gather insights and improve product performance

Excellent communication, facilitation and relationship management skills with the ability to build trust and credibility with people in and outside the organization

Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Motor Grader product knowledge and or DSN process knowledge

Working knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations