Technical Support Representative

Career Area:

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.

Who we are:

MaK Middle East LLC is a Caterpillar company under parent Caterpillar Motoren GmbH and is exclusively focused on parts and services for Caterpillar’s medium speed engine brands MaK, CM and EMD in the Middle East.

Job Summary

Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill.

What You Will Do

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.

  
  

• Building dealer's technical capabilities to identify and repair product deficiencies.

  
  

• Providing technical guidance and counselling dealers on presentations designed to inform customers of service advantages.

  
  

• Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.

  
  

• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

  
  

Skill You Will 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.

  
  

• 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.

  
  

• 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.

  
  

• 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.

  
  

• 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.

  
  

• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

  
  

• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

  
  

• Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.

  
  

What You Have

• A degree in Mechanical or Marine Engineering with electrical knowledge is essential.

  
  

• Prior experience managing a medium-sized team (5-10 members) is required.

  
  

• You should have experience championing EHS (Environment, Health, and Safety) functions or hold an equivalent qualification.

  
  

• Proven project management experience is necessary.

  
  

• Extensive experience in marine-related services is crucial.

  
  

• You must have previously experience worked as Technical Superintendent or a Senior Service Engineer.

  
  

Additional Information

• More than 50% travel will be required for domestic and international onboarding the vessel with customers.

  
  

• Relocation will be provided to the successful candidate.

  
  

What We Offer:

From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company.

You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, it’s important to do work that matters.

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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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