Product Support Specialist: Dealer Solutions & Resolution

Caterpillar Brazil; Peoria (IL); Hybrid; USD 89,000 - 134,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision coverage

401(k) plan

Health Savings Account (HSA)

Job summary

Caterpillar Inc. in Peoria, IL, seeks a Product Service Specialist to collaborate with dealer teams and Caterpillar product groups to provide quality interim and permanent resolutions for complex product health issues across all Caterpillar products.

The role involves triage of events, accurate documentation, and coordination with internal personnel to ensure fast, effective problem solving and high customer satisfaction. Onsite work with growth opportunities within DSN.

Qualifications

• Strong communication skills and the ability to convey technical information clearly.
• Proven problem solving abilities in operational or process scenarios.
• Commitment to customer service and delivering high-quality support.

Responsibilities

• Collaborate with product group support teams and escalate as needed to ensure timely resolutions.
• Facilitate problem resolution between Dealer and Caterpillar personnel.
• Perform initial triage on product health events and document incident reports.
• Record event information for CPI data mining and future reference.
• Ensure SR details (serial numbers, dealer details, problem description) are accurate.
• Investigate information and manage dealer inquiries through to closure.

Skills

Effective Communications

Problem Solving

Service Excellence

Technical Excellence

Education

Engineering degree or related technical degree or equivalent

Job description

Caterpillar Inc. in Peoria, IL, seeks a Product Service Specialist to collaborate with dealer teams and Caterpillar product groups to provide quality interim and permanent resolutions for complex product health issues across all Caterpillar products.

The role involves triage of events, accurate documentation, and coordination with internal personnel to ensure fast, effective problem solving and high customer satisfaction. Onsite work with growth opportunities within DSN.