Caterpillar Inc. · 2 days ago
Product Support Operations Representative
Wayne, PA
Full-time
Onsite
Mid Level
$113K/yr - $169K/yrCaterpillar Inc. is a global team focused on creating stronger, more sustainable communities through innovation and progress. The Product Support Operations Representative plays a critical role in ensuring dealers have the right parts and service capabilities to deliver exceptional customer experiences, driving dealer performance and managing improvement initiatives.
ConstructionMachinery ManufacturingManufacturingMechanical Engineering
No H1B
Responsibilities
Ensure dealers deliver the best customer experience and enable services growth by focusing on continuous improvement in the following areas:
Lead Operational Excellence, ensure deployment, develop improvement action plans, set targets, and lead governance
Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience
Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center (CRC), Safety and Repair Options
Continuously improving service operations with high customer experience such as Customer Value Agreement Accuracy, Work in Progress (WIP), Service and Warranty dealer processes
Lead Parts Operations improvements ensuring optimum customer availability measured by On Time in Full Parts availability
Implement parts planning process with dealers; complete warehouse assessment action plan and increase planning through future planning actions such as Future Dated Orders
Develop and govern execution of the dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps)
Develop and govern Capability and Capacity plan, ensuring dealers have plans to recruit and train technicians and service tooling in place to deliver on growth commitments
Lead key Caterpillar strategic initiatives such as:
Support new Caterpillar initiatives (SIS2.0, SIS2GO, remote services, SOC, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience
Assist dealers in business planning including counseling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness
Other duties as assigned by Caterpillar management from time-to-time
Qualification
Required
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions
Service Excellence: 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
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
Problem Solving: 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
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers
Preferred
Bachelor's degree, preferably in Mechanical or Industrial Engineering
Technical Expertise: Previous experience in operations (workshop, dealer, factory)
Technical Expertise: Previous experience in service and site performance
Technical Expertise: Experience with large-scale and dealer operations
Technical Expertise: Preferred previous experience with logistics
Technical Expertise: Project Management/PMO experience; Six Sigma and/or continuous improvement expertise
Business & Analytical Skills: Financial and business acumen
Business & Analytical Skills: Strong analytical and problem-solving capabilities
Business & Analytical Skills: Ability to develop proposals, set vision, and drive accountability
Customer & Relationship Management: Proven experience engaging with customers and building trust
Customer & Relationship Management: Influencing and relationship-building skills across all levels
Customer & Relationship Management: Strong communication and collaboration abilities
Customer & Relationship Management: Willingness to travel and work onsite, comfortable on shop floors
Soft Skills: Resilient under pressure with a collaborative mindset
Soft Skills: Curious and willing to ask challenging questions
Soft Skills: Skills at establishing rapport before driving change
Benefits
Medical, dental, and vision benefits
Paid time off plan (Vacation, Holidays, Volunteer, etc.)
401(k) savings plans
Health Savings Account (HSA)
Flexible Spending Accounts (FSAs)
Health Lifestyle Programs
Employee Assistance Program
Voluntary Benefits and Employee Discounts
Career Development
Incentive bonus
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
Company
Caterpillar Inc.
For 100 years, we’ve been helping customers build a better, more sustainable world.
Founded in 1925
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.51BKey Investors
US Department of EnergyAdvanced Propulsion Centre UK
2025-08-28Post Ipo Debt· $3.5B
2024-10-31Grant· $5.04M
2019-06-23Grant
Leadership Team
George Moubayed
Chief Sustainability and Strategy Officer / Senior Vice President Enterprise Strategy Division
E
Eric Sporre
Vice President & Global Chief Information Security Officer (CISO)
Recent News
Morningstar.com
2026-01-09
2026-01-09
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