Product Support Operations Rep

**Career Area**:
Sales

**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.

EAME Distribution’s mission is to deliver superior customer experience, profitable market leadership and services growth through industry-best distribution performance. We provide governance and administration of Cat® dealers across Europe, Africa, the Middle East, and Eurasia.

This role covers dealers in Southern Africa. The successful incumbent will focus on supporting service operations within the mining and construction sectors by driving continuous process and project improvements and enhancing dealer safety. It involves close collaboration with stakeholders to identify pain points and develop dealer service capabilities that directly address customer needs. The role emphasizes strong stakeholder management, cross-functional collaboration, and a customer-centric approach to building effective service solutions and improving operational outcomes.

Prior to taking on this role, the successful incumbent will have a few months of development time to work with Subject Matter Experts and Industry Expert, to learn the role, and more specifically our company.

**Primary roles of the incumbent include**:

- Responsible for the Service and Safety Excellence Programs deployment with dealers.
- Prioritize service development activities with dealers and access resources to support.
- Support and lead Service Operations related projects to enhance the dealers' Capacity & Capabilities.
- Ensure adequate capability and capacity are in place at the dealers to deliver services growth targets & commitments.
- Cultivate and maintain ongoing customer relationships.
- Providing guidance on existing and potential parts & service issues and improvement measures within the construction, Resources and Energy & Transportation industries.
- Assist dealers on forecast, strategy planning and operational issues
- Support rollout of new products (e.g., products, parts, customer service agreements, other service products)
- Analyze and communicate marketplace and competitive activity to Caterpillar personnel and dealers
- Continuing to develop required proficiency level in the specified foundation competencies and skills.

The Incumbent, 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 industries, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership abilities. Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.

**Background/Experience**:

- **Engineering background in mandatory**.
- ** Minimum 5 - 8 years’ experience -**Ideally in dealer, customer engineering or service operations environment.
- Knowledge in dealer and customer market needs.
- Experience in process improvement, marketplace competitive analysis.
- Experience in **parts and service operations**.
- Program and **project management experience**.
- Excellent business acumen and communication skills.
- Ability to work independently and adapt quickly.
- Change management and influencing skills.
- ** Travel: 30 -50%**

**_ NB: The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. _**
- Caterpillar is an Equal Opportunity Employer and considers applicants for all positions. Caterpillar commits itself to the realization of employment equity goals as envisaged in the South-African Employment Equity Act and policies relating to workplace equality. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. _
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**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.

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbi