Product Support Operations Representative

Caterpillar Inc.; City of Brisbane; On-site; AUD 70,000 - 110,000; Full time

Job summary

Caterpillar Inc. is seeking a Product Support Operations Representative (PSOR) based in Perth, Australia. This role collaborates with Cat dealers to enhance service support and distribution capabilities, enabling the sale of Caterpillar products.

You will build dealer relationships and drive initiative implementation to improve efficiency and outcomes. The position offers exposure to field assignments, opportunities for career development, and relocation support.

Qualifications

• Customer-focused mindset with strong communication.
• Problem solving and project management abilities.
• Service excellence and customer outcomes.
• Consulting and change management capabilities.
• Decision making and critical thinking.
• Analytical skills to interpret data and drive actions.
• Effective communications and negotiation skills.
• Experience in field assignments or dealer-facing roles is beneficial.
• Willingness to travel up to 30%.

Responsibilities

• Lead and deliver on initiatives to elevate dealer capabilities and profitability.
• Support the implementation of key initiatives such as Services Commitment.
• Identify and deliver targeted Service Operations improvements.
• Liaise with dealers, customers, and Caterpillar personnel to analyse and develop solutions.
• Assist dealers in business planning including changes to facilities, tooling, systems.
• Counsel dealers to develop increased human performance capability and address gaps.
• Support initiatives to enhance dealer effectiveness, safety capabilities, and growth.
• Support rollout of new products, services and solutions to customers.
• Stay abreast of industry progress and incorporate advancements.

Skills

Customer Focus

Problem Solving

Service Excellence

Change Management

Decision Making

Analytical Skills

Negotiation Skills

Field Experience

Willing to Travel

Job description

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you’rejoining 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’tjust 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.

About the Position:

The key role of the Product Support Operations Representative (PSOR) allows you to learn and assist others while building industry knowledge. This is a parts and service operations-focused assignment working directly with Cat dealers in achieving service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products. This position will be based in Perth.

Key Responsibilities will include:

• Lead and deliver on initiatives to elevate differentiated dealer capabilities, capacity and profitability.
• Support the implementation of key initiatives such as Services Commitment.
• Identify and deliver targeted Service Operations improvements.
• Liaise with dealers, customers, and other Caterpillar personnel to analyse, identify and develop solutions to solve our customers’ toughest challenges.
• Assist dealers in business planning including recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
• Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions).
• Support initiatives to enhance dealer effectiveness, safety capabilities, overall business growth, process improvement, and warranty policy.
• Support rollout of new products, services and solutions (e.g., products, parts, customer service agreements, other service solutions)
• Stare abreast of industry, technology and digital advancements and incorporate within Caterpillar and dealers to meet customer needs.

As a dealer facing representative, you will collaborate with dealers to build capability, drive process improvement, and execute Product Support Operations related strategies. You will build strong business relationships with the Cat dealers in your portfolio, connect data to identify opportunities and develop solutions to solve our customers’ toughest challenges.

Desired Skills and Experience:

• Customer Focus
• Problem Solving and Project Management
• Service Excellence
• Consulting and Change Management
• Decision Making and Critical Thinking
• Analytical skills to interpret and understand data to drive actions
• Effective communications and negotiation skills
• Prior experience in field assignments, engineering / product support-related roles, or dealer facing positions is beneficial
• Must be willing to travel up to 30%

Career & Development:

Your career and development are important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar.

If you can meet the above requirements and are looking for an exciting and rewarding career. Whilst applicants will be considered from across Australia, the role will be based in Perth. Company support maybe provided for relocation.

Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in future require sponsorship for employment-based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of Australia which can be found through our employment website http://www.caterpillar.com/careers.

This position requires working onsite five days a week.

Relocation is available for this position.

Visa Sponsorship is not available for this position.

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