Product Support Operations Representative

Product Support Operations Representative

Caterpillar's IPSD (Industrial Power System Division) group is looking for a Product Support Operations Representative (PSOR) to join the AMERICAS Product Support team. This exciting role will be a focal point for Distributor development and Service Revenue growth. This role will be pivotal in supporting global initiatives and driving distributor engagement within the Distributor Excellence program along with supporting global Parts Sales Through Service (PSTS) growth.

What you will do:

This role will help develop and deliver class leading practices and support models for our network partners across the AMERICAS region. Position requires excellent human relations, interpersonal and communication skills and ability to deal with sensitive issues through all areas of the business and our network alongside with:

• Support the Distributor Excellence program as the Service Pillar lead.
• Identify and drive Service Revenue growth for specific AMERICAS distributors.
• Develop key account plans with distributors supporting both Hypercare and PPP targets.
• Govern and coach the distributors within the Distributor Excellence framework.
• Support global rollout of any specific growth initiatives.
• Distributor interface for development and task management.
• Connecting distributor with OEM service opportunities.
• Support network coverage requirements.
• In territory support for customer visits or OEMD development.

What you have - Skills:

• Customer Focus and Service Excellence: 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 solution. Proven experience in parts sales or a customer-facing role, ideally in a senior capacity. Strong understanding of the Perkins distribution network and its supporting policy frameworks. Solid product knowledge across multiple industry segments. Demonstrated ability to work cross-functionally with teams within Industrial Power Systems Division and across the broader network. Self-starter with strong commercial leadership skills, capable of driving initiatives and collaborating effectively.

• 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. Ability to work across multiple teams and businesses. Excellent analytical skills. Experience leading projects to develop processes using a structured methodology (Six Sigma/Lean).

• 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.

• 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.

Basic Requirements:

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, Engineering Technology or related technical areas.
• Prior experience in a similar position either parts sales or customer facing role.
• Product knowledge and background in multiple industry segments.
• English Pre Advanced.

Top candidates will have:

• Knowledge and background in Industrial Power Systems.
• In depth knowledge of Perkins distribution network and supporting policy models.
• Advanced/Fluent English.

This position requires the candidate to work on-site five days a week.

Some of the offered benefits*:

• Medical plan
• Dental plan
• Medicines reimbursement
• Psychological, Legal, Social and Finance Support Program
• Private pension plan
• Profit share
• Meal assistance
• Christmas basket
• Transportation
• Life and personal insurance
• Extended maternity and paternity leave
• Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport)

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location.

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.

Not ready to apply? Join our Talent Community.