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Product Support Specialist

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Location: Johannesburg, State Not Specified, South Africa
Date Posted: Aug 28, 2019

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Job Description


To contribute to enhanced customer loyalty through effective customer support on Caterpillar Underground equipment in Africa and the Middle East. 
To consult on product problem management within an assigned territory, establish process controls for dealer development opportunities, and work with dealer and customers to influence, improve and maintain mining fleets and machine performance. Represent Caterpillar to minimize the commercial impact of customer complaints related to products, applications, and maintenance requirements, the incumbent has a direct bottom line impact on Caterpillar and dealer financial results.  
Provide professional counsel to customers on application of Caterpillar underground loading and hauling equipment, including, equipment selection, attachments, operating parameters, site requirements, fleet performance and operating technique.  To fulfill this job incumbent must have depth of knowledge on equipment and application in mining and analysis programs.

Key Metrics:  Customer Loyalty, Parts revenue, Service revenue, Budget management

JOB RESPONSIBILITIES / DUTIES will include, but are not limited to:
Ensure dealers meet targets for Customer Satisfaction Program; providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability and working with Industry Reps to develop total customer solutions that support sales efforts.

Work with/and collaborate with product group service engineers to drive for product quality and reliability measures, lowering DPU impacts to customers and, dealer readiness for NMI/NPI offerings.

Administer company policy warranty settlements and work with service specialists to ensure dealers have technical capability to identify and repair product deficiencies, work with dealers in managing Product Improvement Programs cost effectively and within designated timeframes, provide technical guidance and assist with dealer presentations designed to inform customers of service advantages. 

Understand critical mines in territory for fleet performance, performance metrics, and maintenance practices contributing to customers product support and sales needs. Skills in working/developing collaborative environments are required. 

Perform in sites assessments and propose optimum equipment selection, maintenance practices and product support solutions.

Understand customer market needs and how best to increase customer satisfaction with our products and services within that market. Collaborate with the local dealers to ensure focus exists on the Underground Mining segment in Product Support and support their continuous development.

Must be willing to travel extensively (~50%) based upon business needs.


The position requires broad Company knowledge, knowledge of company products and product applications, merchandising programs, and/or warranty practices and procedures. Strong understanding of dealer operations is also required.  The position typically requires a college or university degree or equivalent experience. In addition, seven or more years of progressively responsible job-related experience are typically required. Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department.


- Ability to work independently and under own initiative. 
- Ability to communicate effectively with others in the work group, dealer personnel and customers. 
- Strong negotiation skills 
- Building Trust
- Ability to prioritize
- Problem solving
- Adaptability
- Building Customer Loyalty
- Technical / Professional Knowledge
- Initiating Action
- Gaining Commitment
- Closing out tasks

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Job Info

Aug 28, 2019


South Africa