Quality/Technical Support Representative
CaterpillarCareer Area:
Product SupportJob 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.
About EPD:
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!
Job Summary:
Caterpillar is seeking a highly skilled Quality / Technical Support Representative to join our team, providing global support for rental power product quality and technical issues. In this role, you will partner with dealers worldwide to resolve product deficiencies, deliver technical guidance, and ensure exceptional customer service. Your work will focus on driving customer loyalty while minimizing the commercial impact of product complaints, with a strong emphasis on service process improvement and product problem management.
This role is well-suited for a technical professional who thrives in a customer-focused environment, has proven ability to build strong relationships, and demonstrates technical excellence in resolving complex challenges. If you are passionate about supporting product quality, enabling dealer success, and delivering service that exceeds expectations, we invite you to apply and join Caterpillar’s mission to build a better world.
What you will do:
• Collect input from Dealer Technical Communicators on product issues and provide Caterpillar recommendations 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 Rental dealer's technical capabilities to identify and repair product deficiencies.
• Providing technical guidance and counseling 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.
What 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.
Level Extensive Experience:
• 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.
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.
Level Extensive Experience:
• 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.
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.
Level Extensive Experience:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.
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.
Level Extensive Experience:
• 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.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Extensive Experience:
• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Mentors others to enhance their technical competence and its application to achieve more effective
technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence,
effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.
Top Candidates Will Also Have:
Engineering Degree or equivalent experience is highly desired.
Extensive experience in customer focus, service excellence, consulting, and technical problem solving.
Strong communication skills to counsel dealers, guide Product Improvement Programs, and partner internally on defect resolution.
Additional Information:
This position is located in Peoria, IL or Dallas, Texas.
Domestic travel up to 35% & minimal international travel is required.
Domestic relocation assistance is offered for this position.
Visa sponsorship is not offered for this position.
This position requires the candidate to work a 5-day-a-week schedule in the office.
Final Details:
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
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Summary Pay Range:
$110,520.00 - $165,840.00Compensation 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
This position requires working onsite five days a week.Relocation is available for this position.Visa Sponsorship is not available for this position. 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.Posting Dates:
September 25, 2025 - October 9, 2025Any 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. Qualified applicants of any age are encouraged to apply.
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