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Product Support Specialist Representative

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Location: Santiago, Region Metropolitana, Chile
Date Posted: Aug 15, 2019

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Job Description

Description

WE BUILD WHAT MATTERS

 

There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

 

 

Job Purpose:

 

As a Product Support Specialist Representative, the incumbent manages marine product support activities including continuous improvement of Americas South dealer service capability, managing customer issues and product health reporting.


In addition, he/she will coordinate the activities for dealer development to ensure continued success of the Caterpillar (commercial applications and pleasure craft applications), MaK Marine and Cat medium speed generator set products in the assigned Americas South territories. 


Customer relationship building, service training, systems set-up, second level network development will all contribute to increase marine parts, service, customer support agreements activity on products and services and advanced offerings sales.  

 

This position also manages goodwill budget that is used to protect future engine sales and to support customers when fair value of our product was not received. As with any customer-focused position, successful conflict management plays a large role in this position.

 

 

Job Duties/Responsibilities may include, but are not limited to:  
  • Liaise among dealers, end customers and other Caterpillar personnel and divisions.

  • Accountable for identification, analysis and resolution of needs and problems (technical and commercial) in assigned discipline/district.

  • Develop and meet expectations; deliver results, identify and recommend alternative courses of actions, make timely decisions and develop greater communication skills.

  • Analyze and communicate marketplace and competitive activity as well as identification of Caterpillar systems advantages and shortcomings to Caterpillar and dealer personnel.

  • Consult on existing and potential customer equipment management solutions with a focus on the fleet management value stream and specific customer issues.

  • Advise on and recommend ways to enhance customer loyalty.

  • Promote programs that increase sales and maximize price realization and profit margins.

  • Identify and support rollout of new products

  • Assist dealers in business planning and on effectiveness of meeting expected business results.

  • recommend ways to enhance customer satisfaction through training, financial/insurance services, customer support agreements, PIP completion, etc.

  • Consult with dealers on process improvement methods and assist with process evaluation.

  • Understand and keep current on customer/dealer market and needs and understand how and why decisions are made within their work group and organization.

    Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs


Qualifications

Required Qualifications:  (Please submit your resume in English)

  • College or University degree
  • Work experience with diesel and/or gas engines in commercial and technical field.
  • Prior 5 experience in field assignments and have demonstrated the ability to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers
  • Demonstrated ability to work on larger scale, more complex assignments and provide direction to lower level reps on project assignments.
  • Must have ability to work with people from many different backgrounds and cultures.
  • Good MS Office skills
  • Advanced level of spoken and written English
  • Advanced level of spoken and written Spanish

Desired Qualifications:

  • Familiar with company policies and procedures.
  • 8 to 10 years of experience.
  • Previous marine industry product support experience.
  • Previous power plants product support experience.

  Additional Information:

  • In order to support the territory, this position will ideally be based from Santiago, Chile.  Other locations may also be considered.
  • Relocation is available for this position

  • Willingness to travel up to 40 % of the time. 

 

 

 

Caterpillar is an Equal Opportunity Employer (EEO)

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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Job Info

Aug 15, 2019

190006H2

Chile