Product Support Operations Representative

Job Description Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you'rejoining 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'tjust 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. About Caterpillar Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. We are a leader and proudly have the largest global presence in the industries we serve. For over 95 years, Caterpillar has been making sustainable progress possible and driving positive change on every continent. Here you’ll find challenges that excite you and development opportunities to build a lifelong career. About the Position The key role of the Product Support Operations Representative (PSOR) allows you to learn and assist others while building industry knowledge. This is a parts and service operations-focused assignment working directly with our Caterpillar dealers in achieving service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products. This position will be based in Melbourne. Job duties Liaison among dealers, customers and other Caterpillar personnel. Being familiar with the company’s processes, systems and methodologies. Incumbent is accountable for identification, analysis and resolution of service needs and problems in assigned discipline / district. Perform complex analysis work, identifies and resolves problems that are more strategic in nature. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and communicate effectively. Primary roles of the successful individual include but not limited to Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness. Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions). Conduct detailed analyses of dealer Parts and Service operations via excellence programs with special emphasis on streamlining processes and improving dealer capability, capacity and profitability. Assist with process evaluation and dealer participation in Caterpillar improvement programs. Apply decisions to support dealer effectiveness, safety, overall segment growth, process improvement, warranty policy. Support rollout of new products and services (e.g., products, parts, customer service agreements, other service solutions) Stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs. Desired Skills and Experience Customer Focus Problem Solving and Project Management Service Excellence Consulting Collaborating and ability to work independently and being a team player Decision Making and Critical Thinking Relationship Management Effective communications and negotiation skills Must be willing to travel up to 30%. Prior experience in field assignments, product support related roles, or dealer facing positions is beneficial Compensation & Benefits Competitive salary based on degree and professional industry working experience. The Total Rewards package includes : Competitive remuneration package Attractive Bonus and Share options Higher Superannuation Career development with global prospects A strong commitment to safety and your wellbeing An inclusive workplace culture focused on quality, customer service and the environment A commitment to diversity and inclusion, equal opportunity, and equal outcome SMART spending APP The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents. Career & Development Your career and development are important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar. Apply Today If you can meet the above requirements and are looking for an exciting and rewarding career, please apply today. #J-18808-Ljbffr