Quality/technical Support Representative

Quality / Technical Support Representative

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Caterpillar is seeking a highly skilled Quality / Technical Support Representative to join our team, providing global support for rental power product quality and technical issues. In this role, you will partner with dealers worldwide to resolve product deficiencies, deliver technical guidance, and ensure exceptional customer service. Your work will focus on driving customer loyalty while minimizing the commercial impact of product complaints, with a strong emphasis on service process improvement and product problem management. This role is well-suited for a technical professional who thrives in a customer-focused environment, has proven ability to build strong relationships, and demonstrates technical excellence in resolving complex challenges. If you are passionate about supporting product quality, enabling dealer success, and delivering service that exceeds expectations, we invite you to apply and join Caterpillar's mission to build a better world.

What you will do:

• Collect input from Dealer Technical Communicators on product issues and provide Caterpillar recommendations for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.

• Building rental dealer’s technical capabilities to identify and repair product deficiencies.

• Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages.

• 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.

What you will have:

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.

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.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Top Candidates Will Also Have:

• Engineering Degree or equivalent experience is highly desired.
• Extensive experience in customer focus, service excellence, consulting, and technical problem solving.
• Strong communication skills to counsel dealers, guide Product Improvement Programs, and partner internally on defect resolution.

Additional Information:

• This position is located in Peoria, IL or Dallas, Texas.
• Domestic travel up to 35% & minimal international travel is required.
• Domestic relocation assistance is offered for this position.
• Visa sponsorship is not offered for this position.
• This position requires the candidate to work a 5-day-a-week schedule in the office.

Summary Pay Range: $110,520.00 - $165,840.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of 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