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. Job Description: At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright, and driven individuals, we wouldn't be the Caterpillar we are today. We want you to help us enable customer success, make progress possible and help our communities grow and thrive. We have an opportunity for you to join Excavation Division, part of Construction Industries based out of Melbourne in Australia. This exciting role provides leadership to support our customers and dealers in addressing their excavator challenges. In partnership with Global Construction & Infrastructure team and with support from Excavation product group & engineering team, we will deliver on the Cat brand promise for our end customers. Key expectations for this role include: - Provide the needed expertise and technical assistance on urgent field problems when required. - Analysis and Investigation of customer / dealer feedback and help suggest interim containment actions and permanent containment actions. - Identify, investigate, and help address significant field problems to maintain or improve assigned product performance. - Supports field follow initiatives as well to evaluate overall customer acceptance of new product. - Help reduce the warranty cost and customer impact of field product problems by assisting EXD CPI department for initiating, developing and cost justifying field rework and product support programs. Employee may also be responsible for performing other job duties occasionally as assigned. Job duties include, but are not limited to the following: - Execute timely support for our dealers on any technical field challenges via the Caterpillar's DSN (Dealer Solutions Network) as Tier 2 level owner. - Provide solution for field issues and product health by working with EXD product group teams, engineering, CPI and relating production partners. - Analyzes and synthesizes information and develop successful resolutions to critical or wide-impact problems. - Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. - Create and develop internal and external product support reporting. - Support to review warranty debit requests. - Engages appropriate subject matter resources to effectively resolve technical issues. - Take the lead to organize collaborative meetings with dealers and business partners, both face to face and virtually as needed. - Execute a project base technical review when necessary. - Conduct technical training for dealers as needed. Basic Qualifications: - Working experience, including previous experience as a Tech Rep or Service Engineer. - Solid knowledge of competitive products, product user practices, and dealer service capabilities. - Strong data analytical skills. - Deep expertise of machine repair practices including service tooling. - Deep expertise of dealer service operations including parts operations. - Excellent communications skills, credibility, persuasiveness, and ability to manager customer challenges are required. - Effective at communicating with others across all levels of the organization. - Willing to travel up to 20% of working time. Degree Requirement: - Degree or equivalent experience with strong engineering background. Additional Information : - This role reports to the Excavation Division Area Manager responsible for Japan, Australia and New Zealand region. - Product expertise and / or previous dealer facing experience will be plus. - Relocation assistance is not available for this position. Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) . There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar. Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.