DIGITAL PRODUCT SUPPORT REPRESENTATIVE
JOB PURPOSE: To contribute to enhanced customer loyalty through effective understanding of Caterpillar’s share of market related to digital and technology products and solutions. This role will support administration capabilities and process for digital products and connected population. Providing the product team(s) critical customer requirements that need to be addressed to ensure dealer product support growth through effective administration to enable digital service fulfillment. This assignment for an experienced, individual contributor on assignments that are complex and challenging and begin to become strategic in nature.
JOB DUTIES: The key role of this assignment is that of an individual contributor. The incumbent is a liaison among dealers, customers and other Caterpillar personnel and divisions. Incumbent is very familiar with the company’s processes, systems and methodologies. Incumbent is accountable for contributing to the identification, analysis and resolution of needs and problems in IoT products and solutions. Position performs complex analysis work, identifies and resolves problems that are less tactical and more strategic in nature. Challenges include developing and meeting expectations in delivering results, considering and recommending alternative courses of actions, making timely decisions and developing greater communication skills. Incumbents may work more directly with other Caterpillar units, customers, and possibly, suppliers.
Primary roles of the incumbent include: analyzing and communicating quality and effectiveness of supported solutions and identification of Caterpillar systems advantages and shortcomings to Caterpillar and dealer personnel; consulting on existing and potential customer IoT needs with focus on the connectivity value stream and specific customer issues. This includes advising on and recommending ways to enhance dealer effectiveness and customer satisfaction; consulting with dealers on process improvement methods and assisting with process evaluation; and continuing to develop required proficiency level in the specified digital and technology skills and capabilities.
Individuals in this position must understand and keep current on customer/dealer technology needs and understand how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop digital product support, dealer effectiveness, overall connected population growth, dNPI process, process improvement, etc. Incumbents apply their knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs. Incumbents may provide direction to less experienced personnel.
Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from continued experience in the assigned digital and technology products, enhancing communication and people relationship skills, improving problem solving and analysis techniques, building and using 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.
- Position requires a four year degree from an accredited college or university OR 3 plus years of relevant work related experience.
- 1+ experience with digital product support experience
Top Candidates Will Also Have:
- 3 to 5 years prior experience in support related activities
- Excellent troubleshooting skills
- Ability to communicate effectively with others in the work group, dealer personnel and customers.
- Strong written and oral communication skills
- Ability to work independently
- Work on large scale complex assignments
- Provide direction to technical development teams
- Previous 6 Sigma Black Belt experience
- 2+ years of experience with new product introduction and continuous product improvement issue resolution processes for large scale projects