Product Support Operations Consultant

Caterpillar · Wuxi

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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.

As a Product Support Rep, you will provide timely solutions to customer issues, strengthen customer loyalty, and lead major issue management through effective network capability and cross-functional coordination.

What You Will Do:

• Support product readiness for key projects, new product launches, and growing business demands.
• Partner with OEMs, customers, distributors, and internal teams to resolve technical issues and maximize equipment uptime.
• Lead escalated support cases, quality concerns, warranty/goodwill claims, and root-cause investigations.
• Coordinate cross-functional actions with Quality, Engineering, Manufacturing, Sales, Aftermarket, and Training teams.
• Drive distributor and customer support capability through service process improvements and customer satisfaction initiatives.
• Develop and execute differentiated product support strategies for key customer segments, including IDC and Mining customers.
• Lead communication and coordination for exported machine issues, ensuring consistent support across EAME, Americas, and other regions.
• Monitor industry, technology, and market trends to align product support strategies with evolving customer and distributor needs.

What Skills You Will Have:

• Customer Focus and Service Excellence: Understand customer needs, deliver practical solutions, and improve satisfaction.
• Collaboration and Communication: Work effectively with customers, OEMs, distributors, and internal cross-functional teams.
• Decision Making and Priority Management: Make sound decisions under pressure and manage multiple priorities independently.
• Relationship Management: Build and maintain strong working relationships with clients, vendors, dealers, and peers.

Required Qualifications:

• Bachelor’s degree in Mechanical, Engine, Automotive, Electrical Engineering, or a related technical field.
• Minimum 5 years of product support, technical service, service network management, or engineering experience in construction equipment, heavy machinery, power, or related industries.
• Strong understanding of machine systems, diagnostics, root-cause analysis, warranty, quality improvement, and corrective action processes.
• Ability to manage OEM/customer pressure and collaborate with Quality, Engineering, Manufacturing, Supply Chain, and Service teams.

Desired Qualifications:

• Experience with continuous improvement, process evaluation, distributor capability development, and strategic customer support planning.

Additional Information:

• Strong communication and interpersonal skills; able to manage multiple priorities independently in a fast-paced environment.
• Proficient in Microsoft Office applications, including Excel, PowerPoint, Power BI, and Word.
• Fluent English communication skills; willing to travel domestically and internationally as required.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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