Senior Sales Support Representative (team Lead)

Sales Support Role at Caterpillar Inc.

Your work shapes the world at Caterpillar Inc. 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.

Our common values and focus on inclusion and respect drive the decisions made by our company, teams, and people. This is why we are committed to hiring and building diverse team representatives of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.

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.

Cat Financial is a subsidiary of Caterpillar Inc., the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.

Role Definition

Supports achievement of business objectives by providing senior-level Sales Support leadership and coverage while leading the Documentation function. This role is responsible for supporting deal flow, and customer and dealer interactions, while also ensuring complete, accurate, timely, and consistent document generation and reporting. The position serves as a team lead for Sales Support and Documentation, acting as an escalation point, process owner, and operational leader.

Primary Responsibilities

• Support deal structuring, pricing, and issue resolution in partnership with Sales, dealers, Product, Marketing, and Credit.
• Maintain accurate, compliant rate sheets, pricing references, and documentation processes; recommend enhancements for efficiency.
• Lead Financial Analyst and dealer training, providing ongoing expert Sales Support and documentation guidance.
• Serve as the escalation point for complex customer, dealer, and documentation issues; review and approve exceptions.
• Direct daily workflow, priorities, and team activities across Sales Support and Documentation; ensure consistency with standard work.
• Produce and analyze operational reporting to monitor volume, identify risks, and drive process improvements.
• Partner with Business Technology on system issues, testing, enhancements, and ticket resolution to ensure business continuity.

Skill Descriptors

Customer Focus

Level: Extensive Experience

• Champions a customer- and dealer-focused approach in all Sales Support and documentation activities
• Balances customer experience with accuracy, compliance, and business risk
• Anticipates customer and dealer needs and proactively addresses issues before escalation
• Partners with Sales and dealers to resolve complex concerns and negotiations
• Ensures consistent, value-added service across Sales Support interactions

Sales Support Enablement & Marketing Support

Level: Working Experience

• Develops, maintains, and communicates Sales Support rate sheets and pricing reference materials
• Ensures pricing materials are accurate, current, and aligned with approved programs and business rules
• Partners with Marketing, Product, and Sales to support pricing and program communication
• Supports Sales teams with clear, usable tools that enable effective deal execution

Training & Knowledge Sharing

Level: Extensive Experience

• Leads and coordinates dealer Financial Analyst (FA) training on behalf of Sales Support
• Delivers training content clearly and effectively to internal and external audiences
• Acts as a subject matter expert for Sales Support, pricing, and documentation processes
• Provides ongoing guidance and support to reinforce learning and consistency

Accuracy and Attention to Detail

Level: Extensive Experience

• Processes large volumes of detailed Sales Support and documentation work with high accuracy
• Productively balances speed and precision in high-volume, deadline-driven environments
• Implements cross-checking and quality control mechanisms to reduce errors and risk
• Evaluates and contributes to best practices in documentation and contract administration

Decision Making and Critical Thinking

Level: Working Knowledge

• Applies structured decision-making techniques to Sales Support, documentation, and pricing issues
• Identifies, analyzes, and prioritizes risks, concerns, and exceptions
• Assesses alternatives and recommends solutions that support business objectives
• Uses operational data and reporting to inform decisions

Managing Multiple Priorities

Level: Extensive Experience

• Manages concurrent Sales Support, documentation, training, and enablement priorities
• Adjusts focus quickly in response to changing volume, urgency, and business needs
• Re-prioritizes work to maintain service levels during peak volume periods
• Maintains progress across regular and ad-hoc responsibilities

Team Leadership

Level: Working Knowledge

• Leads day-to-day workflow, priorities, and workload distribution for Sales Support and Documentation employees
• Provides coaching, guidance, and feedback to support performance and development
• Ensures alignment, consistency, and adherence to standard work across the team
• Influences outcomes and accountability without reliance on formal authority

Technology & Systems Collaboration

Level: Working Knowledge

• Acts as primary liaison with Business Technology (BT) for Sales Support and documentation systems
• Submits, tracks, and prioritizes BT tickets to resolution
• Partners with BT on testing, enhancements, and defect resolution
• Supports business continuity through effective system issue management

Operational Reporting

Level: Working Knowledge

• Produces and analyzes operational and volume reporting for Sales Support and documentation activities
• Identifies trends, errors, and turnaround opportunities
• Communicates insights to support operational improvements and decision-making

Compliance & Risk Management

Level: Working Knowledge

• Ensures compliance with organizational policies, governmental regulations, and SOX controls
• Maintains accurate records to support audit and regulatory requirements
• Identifies compliance risks and partners with stakeholders to resolve issues

Additional Notes:

• Disclaimer: Artificial Intelligence (AI) is implemented within Caterpillar's job posting database and may be used as a screening and assessment tool during the recruiting process.
• Salary Range: $93,681 CAD - $121,786 CAD.
• This position follows a 5-day in office model at our Burlington office location.
• Work hours of 10:00am – 6:30pm to align with Western Canada time zones.
• This posting is to fill a new position.

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:

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.) *
• Savings plans*
• Health Savings Account (HSA)*