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Location: Singrauli, MP, India
Date Posted: Feb 5, 2020
As a Product Support Technical Representative, You will consult & coordinate on Product Problem Management within an assigned territory / industry / product line. Represent Caterpillar to minimize the commercial impact of Customer complaints related to products, applications, and maintenance requirements. You will monitor overall performance of product, coordinate to ensure product is performing to expectation of customer and meeting goal.
Job Duties/Responsibilities may include, but are not limited to:
Responsible for monitoring overall performance of product and meet need of Customer / Dealer.
Identify problems, coordinate with dealer / customer / PG to investigate the cause of failure and establish priority for resolution.
Define problem in terms of reported / observed symptoms, research available data, define application and condition encountered, work with dealer and technical team to identify root cause and further information needed for solution.
Respond to Dealer / Customer / Product Group / Commercial team regarding product performance.
Monitor performance KPIs, analyze and work for improvement.
Conduct Dealer / Customer site visit to provide technical assistance on field problems and follow up for improvement.
Conduct product problem management meeting with Dealer / Customer and respective product group.
Provide input to product support operation team for improvement in process and achieve higher service quality.
Drive Mining Equipment Management for total solution to customer and meet TCO goal.
Working with Industry Reps. And Parts team to develop total customer solution that support sales & marketing efforts.