Technical Representative

2 weeks ago

KwaZuluNatal South Africa Freerecruit.co.za Full time

JOB PURPOSE: To consult on product problem management within an assigned territory or industry. 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. This is generally the fourth level technical service assignment for an experienced, individual contributor on assignments that are complex and challenging and begin to become strategic in nature.

JOB DUTIES: The key role of this fourth level technical service assignment is that of an individual contributor who is beginning to develop a reputation as an expert.

The incumbent administers company goodwill and warranty processes and settlements and will work with service specialists to ensure dealers have technical capability to identify and repair product deficiencies. Counsel dealers in managing Product Improvement Programs cost effectively and within designated timeframes. Provide technical guidance and counsel dealers on presentations designed to inform customers of service advantages. Decisions made by this position are more complex and have greater risk issues than those associated with the less experienced representatives. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and developing greater communication skills.

Primary roles of the incumbent include: working with Service Specialists 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 and PSSRs to develop total customer solutions that support sales efforts.

Individuals in this position must understand customer/dealer market needs and build an understanding of how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, sales management process improvement, etc. Incumbents learn to apply their knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs.

Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned industry, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership basics. Incumbents must stay abreast of industry and technology changes and learn to relate those changes to Caterpillar, dealer and customer needs.

BACKGROUND/EXPERIENCE: This position requires a college or university degree or equivalent experience. Incumbents usually have had 6 to 8 years prior experience in a field position. Incumbents begin exhibiting ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers.

 

 

At Caterpillar we embrace and promote diversity, we encourage our people to be themselves, this is a place where we succeed on merit.

Please do not hesitate to apply if you feel you have the relevant skills and experience for the role.

Caterpillar is an Equal Opportunity Employer (EEO).

The post Technical Representative (Kzn) appeared first on freerecruit.co.za .

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