Technical Support & Product Improvement Specialist

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

Benefits offered by this job

Medical benefits

Paid time off

401(k) plan

Health Savings Account

FSAs

Wellness programs

Employee assistance

Employee discounts

Career development

Incentive bonus

Disability insurance

Life insurance

Parental leave

Tuition reimbursement

Job summary

Caterpillar Inc. in the United States is seeking a Technical Support Representative to help dealers and customers resolve product-related issues while enhancing the ownership experience.

You will partner with dealers, customers, and internal teams to identify concerns, drive effective solutions, and minimize business impact. With strong technical expertise and customer advocacy, you will improve product performance, strengthen dealer capabilities, and maximize loyalty.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Strong customer focus and communication skills.
• Ability to influence and collaborate across functions.
• Experience diagnosing product issues and guiding repairs.
• Proven ability to manage multiple initiatives and timelines.

Responsibilities

• Resolve product-related issues within an assigned territory.
• Strengthen dealers' technical capabilities in diagnosing issues.
• Guide service operations and process improvements.
• Lead Product Problem Management initiatives.
• Advise on communicating service solutions to customers.
• Lead Product Improvement Programs within budgets.
• Collaborate with engineering and support teams to fix defects.
• Utilize goodwill programs to resolve concerns while preserving satisfaction.

Skills

Customer focus

Consulting & Influence

Communication

Problem solving

Relationship management

Technical excellence

Project management

Education

Bachelor’s degree or equivalent experience

Job description

Caterpillar Inc. in the United States is seeking a Technical Support Representative to help dealers and customers resolve product-related issues while enhancing the ownership experience.

You will partner with dealers, customers, and internal teams to identify concerns, drive effective solutions, and minimize business impact. With strong technical expertise and customer advocacy, you will improve product performance, strengthen dealer capabilities, and maximize loyalty.