Job Description

Career Area:

Product Support

:

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 Caterpillar:

Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. We are a leader and proudly have the largest global presence in the industries we serve. For over 95 years, Caterpillar has been making sustainable progress possible and driving positive change on every continent. Here you'll find challenges that excite you and development opportunities to build a lifelong career.

About Division:

S

handong

E

ngineering

M

achinery Co. Ltd. manufactured SEM branded wheel loaders in China for more than 60 years and became a wholly owned subsidiary of Caterpillar in 2008.


As an important strategic brand of Caterpillar, SEM has its own brand proposition, distribution channels, marketing strategy and product support. The SEM brand of wheel loaders, soil compactors, motor graders and track-type tractors are targeted to meet customers' needs in China and overseas markets. SEM products meet or exceed regional industry requirements for quality and reliability.

The opportunity

We have a fantastic opportunity for a Technical Representative to join our team. In this role, you will manage product-related issues within the Africa region. The ideal candidate will excel at maximizing customer loyalty while minimizing the commercial impact of complaints related to products, applications, and maintenance requirements.


This role requires the effective and timely use of resources, including Goodwill, to address and resolve customer concerns efficiently.

Responsibilities

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 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.

Skills 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 will put you forward:

A completed

technical certification,

or related qualification. Must have

4 to 6 years prior experience in a technical field position

, in a similar industry. Ability to work independently and to communicate effectively with stakeholders on all levels. Must have experience working closely with customers and dealers.

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.

Additional information:

Must be open to travel - at least 50% is assigned regions. This is a hybrid position.
Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

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.

For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html

Caterpillar takes data privacy seriously and is committed to compliance with The Protection of Personal Information Act in South Africa. Candidate CVs are used for the limited purpose of evaluating suitability for this job role and deleted from our database when it is no longer needed for the purpose as soon as it is practicable. For more information on Caterpillar's privacy practices, please visit our Global Data Privacy Statement.

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NB: The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).


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