Product Support Operations Rep – South Africa needed at Caterpillar Inc.

Job Description

• 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.

Individuals in this position must understand customer/dealer market and needs and build an understanding of how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, sales management process improvement, etc. Incumbents continue to learn to apply their knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs.

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%

Deadline:4th July,2025