Technical Support & Field Solutions Specialist

Caterpillar Inc.; Mesa (AZ); On-site; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Paid time off

401(k) savings plans

Health Savings Account (HSA)

Flexible Spending Accounts (FSAs)

Relocation assistance

Job summary

Caterpillar Inc. is seeking a Technical Support Representative in the United States to help dealers and customers resolve product-related issues while enhancing the ownership experience. You will collaborate with dealers, customers, and internal teams to identify concerns and drive solutions.

The role emphasizes technical expertise, customer advocacy, and driving improvements in product performance. You will support problem management, guide service operations, and participate in Product

Qualifications

• Bachelor's degree or equivalent experience preferred.
• Strong customer focus and relationship-building abilities.
• Excellent communication skills, written and verbal.
• Proven problem-solving and analytical abilities.
• Ability to influence and collaborate across functions.
• Experience applying technical guidance to diagnostics and service.

Responsibilities

• Support product problem management activities within an assigned territory, ensuring timely resolutions.
• Partner with dealers to strengthen their technical capabilities in diagnosing and repairing issues.
• Provide guidance on service operations, processes, and systems to improve quality and profitability.
• Lead Product Problem Management processes to improve customer outcomes and performance.
• Advise dealers on communicating service solutions and value to customers.
• Lead Product Improvement Programs within established timelines and budgets.
• Collaborate with engineering, product, and support teams to implement defect solutions.
• Utilize goodwill programs to resolve concerns while minimizing commercial impact.

Skills

Customer Focus

Consulting & Influence

Communication

Problem Solving

Relationship Management

Technical & Service Excellence

Project Management

Education

Bachelor's degree or equivalent experience

Job description

Caterpillar Inc. is seeking a Technical Support Representative in the United States to help dealers and customers resolve product-related issues while enhancing the ownership experience. You will collaborate with dealers, customers, and internal teams to identify concerns and drive solutions.

The role emphasizes technical expertise, customer advocacy, and driving improvements in product performance. You will support problem management, guide service operations, and participate in Product