Caterpillar Inc. · 7 hours ago
Technical Support Representative
Brooklyn Park, MN
Full-time
Onsite
Mid Level
$113K/yr - $169K/yrCaterpillar Inc. is a global leader in construction equipment manufacturing, dedicated to building sustainable communities. They are seeking a Technical Support Representative to support Paving Products, focusing on problem management and customer service in the Western US and Canada.
ConstructionMachinery ManufacturingManufacturingMechanical Engineering
No H1B
Responsibilities
Drive and support Dealer Product Problem Management process; including in proactively identifying and resolving complex technical product issues, failure analysis, identifying interim technical solutions, communicating with engineering, and goodwill decisions to maximize customer experience
Regularly interface with dealers and customers to minimize the commercial impact of customer complaints, ensure customers receive fair value and promote additional customer touch points and future sales in concert with dealer personnel
Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages
Mentor team members on communication, problem solving and sharing technical expertise
Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes
Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers
Provide input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability
Qualification
Required
Extensive experience in problem solving: can analyze and synthesize information and devise alternative resolution strategies. Can resolve critical or wide-impact customer problems
Extensive experience in service excellence and customer focus: ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Can anticipate customer needs and proactively satisfy
Extensive experience in product technical knowledge: provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Construction equipment/heavy machinery experience (hands on or job in industry)
Working knowledge in project management and consulting: can assist in detailed project plans including cost, schedule, and resource requirements and carries out the agreed-upon consulting assignment in a professional manner
Extensive experience in effective communications: communicates well downward, upward, and outward; adapts documents and presentations for the intended audience and provides feedback and coaching to others' presentations. Maintains a focus on the topic at hand
Must be able to travel up to 50% (in assigned territory)
The primary location for this position is Brooklyn Park, MN
This position requires working onsite five days a week
No sponsorship / no international relocation will be supported
Preferred
Prior field based or dealer facing experience
Technical knowledge or experience troubleshooting construction equipment product issues
Demonstrated ability to work independently in a fast-paced environment
Knowledge and/or experience working with dealerships and dealer networks in service engineering capacity
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
These benefits also apply to part-time employees
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
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