**Career Area:** Product Support **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. Our **Americas Distribution Services Division (ADSD)** provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team (https://www.youtube.com/watch?v=mYIDne7Q5ek&list=PLwAXbfivFg0jmiNqqgFLeQJpRB\_i-UVln&index=39) – creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience (https://www.youtube.com/watch?v=GvCYWtWARlk&list=PLwAXbfivFg0jmiNqqgFLeQJpRB\_i-UVln&index=25) **Job Summary:** The **Product Support Operations Representative (PSOR)** is responsible for contributing to the Caterpillar and dealer business plan and the enterprise target of doubling services growth. The focus for the PSOR is on increasing parts and service profitability, building effective product support capabilities and efficiencies, and supporting the creation and execution of initiatives that deliver customer satisfaction. This is a senior parts and service operations focused field-based assignment and generally involves working with larger dealers and more complex issues. The individual performs complex analysis work, identifies, and resolves problems that are less tactical and more strategic in nature. **Additional Info:** + This position is located in Minneapolis, MN + This position offers Domestic Relocation assistance. + This position requires 50% of working time travel. **What You Will Do:** + Ensure dealers deliver on the best Customer Experience and enable Services Growth by focusing on continuous improvement of the following areas: + Lead Service and Parts Operational Excellence Programs, ensure deployment, develop improvement action plans, set targets, and lead governance + Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience + Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center(CRC), Safety, Repair Options + Continuously improve service operations with high customer experience such as CVA Accuracy, Work in Progress (WIP), PIP Letters, etc + Lead Parts Operations improvements ensuring optimum customer availability measured by OTIL and OTIF + Implement parts planning process with dealers, complete warehouse assessment action plan and increase planning through CPRO/FDO + Develop and govern execution of the Dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps) + Develop and govern Cap & Cap hard assets plan, ensuring dealers have the ideal tooling and assets in place to deliver on growth commitments + Lastly, lead key Caterpillar strategic initiatives such as: + Deploy and support new Caterpillar initiatives (SIS2.0, SIS2GO, remote Services, SOC, PCC/Cat Central, QR Codes, Cat Inspect, Services Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience + Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness. **What You Have (Required Skills):** Bachelor’s degree, preferably in Business, Marketing/Marketing Communications or Engineering **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. • Anticipates customers' needs and satisfies them proactively. • Resolves complex customer complaints or problems. • Teaches others how to deliver excellent customer service in a variety of settings. • Applies the concept of 'Moments of Truth' to customer service. • Participates in developing a variety of effective ways to deal with difficult customers. • Recovers from a service failure in a way that enhances customer's esteem of the organization. **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. • Facilitates creation of the 'right' products and services to resolve customer business issues. • Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. • Advises others on creating customer focused environments in various scenarios. • Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. • Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. • Communicates and models the criticality of customer focus as an organizational strategy. **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. • Delivers helpful feedback that focuses on behaviors without offending the recipient. • Listens to feedback without defensiveness and uses it for own communication effectiveness. • Makes oral presentations and writes reports needed for own work. • Avoids technical jargon when inappropriate. • Looks for and considers non-verbal cues from individuals and groups. **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. • Ensures capture of lessons to be learned from a problem-solving effort. • Organizes potential problem solvers and leads problem resolution efforts. • Uses varying problem-solving approaches and techniques as appropriate. • Contributes to standard practices for problem-solving approaches, tools, and processes. • Analyzes and synthesizes information and devises alternative resolution strategies. • Develops successful resolutions to critical or wide-impact problems. **What Will Set You Apart (Preferred Skills):** • 8+ years of previous work experience in the field, consultant or dealer development roles • This role is dealer/customer facing and requires strong interpersonal, verbal, and written communication skills • Ability to quickly build trust with Cat dealers and internal teams • Experience developing improvement plans and executing for success • Experience working across the matrix or with a broad range of groups to deliver results • Proven ability to execute on complex assignments • The ability to work independently most of the time • 4DX/LEAN/Six Sigma certification **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. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers **Summary Pay Range:** $126,000.00 - $189,000.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. **Benefits:** Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits. + Medical, dental, and vision benefits* + Paid time off plan (Vacation, Holidays, Volunteer, etc.)* + 401(k) savings plans* + Health Savings Account (HSA)* + Flexible Spending Accounts (FSAs)* + Health Lifestyle Programs* + Employee Assistance Program* + Voluntary Benefits and Employee Discounts* + Career Development* + Incentive bonus* + Disability benefits + Life Insurance + Parental leave + Adoption benefits + Tuition Reimbursement * These benefits also apply to part-time employees **Posting Dates:** June 20, 2025 - July 3, 2025 Any offer of employment is conditioned upon the successful completion of a drug screen. Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .