**Career Area:** Product Support **Job Description:** **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. It’s More Than a Job, it’s a Career - YouTube (https://www.youtube.com/watch?v=Wf0PVJdUOWo) **Role** **Definition** **:** Collaborates on the day-to-day operations with field support teams and staff to ensure an appropriate level of support and good machine performance to satisfy customer requirements. **What** **You** **Will Do:** + Determining and scheduling appropriate support requirements for a region or area and participating in negotiating service level agreements. + Identifying and addressing the training and development needs of project managers and team staff. + Collaborating with sales and product development teams to develop and execute an effective sales strategy for each new business opportunity. + Taking ownership of customer issues and requirements and ensuring they are resolved in a timely manner. **What You Have:** **Customer Focus:** Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Level Extensive Experience: + Facilitates creation of the 'right' products and services to resolve customer business issues. + Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. + Advises others on creating customer focused environments in various scenarios. + Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. + Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. + Communicates and models the criticality of customer focus as an organizational strategy. **Service Excellence:** Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. Level Extensive Experience: + Anticipates customers' needs and satisfies them proactively. + Resolves complex customer complaints or problems. + Teaches others how to deliver excellent customer service in a variety of settings. + Applies the concept of 'Moments of Truth' to customer service. + Participates in developing a variety of effective ways to deal with difficult customers. + Recovers from a service failure in a way that enhances customer's esteem of the organization. **Consulting:** Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. Level Working Knowledge: + Explains the requirements, deliverables, costs, and criticalities of the assignment. + Participates in developing consulting opportunities or assignments. + Uses formal and informal means to keep client informed on progress and issues. + Carries out the agreed-upon consulting assignment in a professional manner. + Documents client's objectives and project scope. **Effective Communications:** Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Extensive Experience: + Reviews others' writing or presentations and provides feedback and coaching. + Adapts documents and presentations for the intended audience. + Demonstrates both empathy and assertiveness when communicating a need or defending a position. + Communicates well downward, upward, and outward. + Employs appropriate methods of persuasion when soliciting agreement. + Maintains focus on the topic at hand. **Problem Solving:** Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Expert: + Gains agreement on the problem-solving process, risk assessment, decision points, and criteria. + Trains others in the process of eliciting alternatives and assessing their impact. + Orchestrates the resolution of high-impact and cross-functional problems. + Successfully organizes problem solvers and stakeholders for high-impact problems. + Predicts and explains long-term trends and implications for alternatives. + Monitors industry for best practices and new techniques in problem-solving. **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Extensive Experience: + Communicates to clients regarding expectations of all parties. + Participates in negotiating the terms of the business relationship. + Conducts periodic reviews of work effort, progress, issues, and successes. + Maintains productive, long-term relationships with clients or vendors. + Creates opportunities to educate support teams on client priorities. + Empowers others to establish collaborative, healthy relationships. **Technical Excellence:** Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Expert: + Fosters an environment that encourages, supports and rewards technical excellence. + Provides recognized technical leadership to an organization that includes vision, innovation, superior technical competence and the desire to excel. + Provides highly effective solutions to very complex technical challenges, applying outstanding technical competence to understand and resolve issues. + Champions the use of new innovations and technologies that solve technical business problems. + Consistently applies the latest developments, practices and technologies to resolve complex technical challenges in one's general area of competence. + Develops organizational policies, best practices and management methods that are highly conducive to technical excellence. ****Field Support:** Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products. Level Extensive Experience: + Demonstrates experience with providing field support for multiple products or customers. + Defines and reviews support agreements; monitors adherence and customer satisfaction. + Explains issues and considerations for field service requirements for different products. + Describes standard practices, tools, technologies, and considerations for hardware field service. + Participates in architecting and implementing remote support capabilities. + Monitors, analyzes and reports on product weaknesses and deficiencies. **Top Candidate must have:** + Advance English Level + Experience: 5 years in Mining with direct relationship with costumers; 10 years with direct work in mines (Faena) at least 50% of the time, Leadership. + Travel, initially 70% and then 50% of the time in México, Republica Dominicana and Colombia. **Additional Information:** Remote Position. **ISE:** No. **Sponsorship:** No **Relocation assistance:** No **Don’t forget to include a resumé in English in your profile in Workday​** **About Caterpillar.** Caterpillar Inc. is 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 nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. **Final details:** Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. **\#Li #NowHiring #Hiring** **Posting Dates:** February 28, 2025 - March 9, 2025 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .