Product Support Operations Representative

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.

Our Americas Distribution & Service Division (ADSD) provides governance and administration of Cat dealers across the U.S., Canada, and Latin America.

As the Product Support Operations Representative, you will be responsible for contributing to the Caterpillar and dealer business plan and the enterprise strategy for solving our customer's toughest challenges. The focus for the Product Support Operations Representative (PSOR) is on increasing parts and service profitability, building effective product support capabilities and efficiencies, and supporting the creation and execution of initiatives that deliver customer satisfaction. This is a service operations focused field-based assignment and generally involves working with larger dealers and more complex issues. The individual performs complex analysis work, identifies, and resolves problems that are less tactical and more strategic in nature.

Additional Information:

• Location: Edmonton, Alberta (Canada)
• Required Travel: Up to 50% (Domestic/International).
• Relocation Assistance Offered: Yes (Domestic).
• Canada Work Authorization Sponsorship Offered: None.

What You Will Do:

• Ensure dealers deliver the best customer experience and enable services growth by focusing on continuous improvement in the following areas:
• Lead Operational Excellence, ensure deployment, develop improvement action plans, set targets, and lead governance.
• Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience.
• Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center (CRC), Safety and Repair Options.
• Continuously improving service operations with high customer experience such as Customer Value Agreement Accuracy, Work in Progress (WIP), Service and Warranty dealer processes.
• Lead Parts Operations improvements ensuring optimum customer availability measured by On Time in Full Parts availability.
• Implement parts planning process with dealers; complete warehouse assessment action plan and increase planning through future planning actions such as Future Dated Orders.
• Develop and govern execution of the dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps).
• Develop and govern Capability and Capacity plan, ensuring dealers have plans to recruit and train technicians and service tooling in place to deliver on growth commitments.
• Lead key Caterpillar strategic initiatives such as:
• Support new Caterpillar initiatives (SIS2.0, SIS2GO, remote services, SOC, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience.
• Assist dealers in business planning including counseling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
• Other duties as assigned by Caterpillar management from time-to-time.

What You Have (Basic Requirements):

• 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.
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative 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.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• 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.

What Will Set You Apart (Preferred Qualifications):

• Bachelor's degree, preferably in Mechanical or Industrial Engineering.
• Technical Expertise:
• Previous experience in operations (workshop, dealer, factory).
• Previous experience in service and site performance.
• Experience with large-scale and dealer operations.
• Preferred previous experience with logistics.
• Project Management/PMO experience; Six Sigma and/or continuous improvement expertise.
• Business & Analytical Skills:
• Financial and business acumen.
• Strong analytical and problem-solving capabilities.
• Ability to develop proposals, set vision, and drive accountability.
• Customer & Relationship Management:
• Proven experience engaging with customers and building trust.
• Influencing and relationship-building skills across all levels.
• Strong communication and collaboration abilities.
• Willingness to travel and work onsite, comfortable on shop floors.
• Soft Skills:
• Resilient under pressure with a collaborative mindset.
• Curious and willing to ask challenging questions.
• Skills at establishing rapport before driving change.

What You Will Get:

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience and why It's More Than a Job, it's a Career at Caterpillar.

About Caterpillar:

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Summary Pay Range:

$106, $132,840.00

Compensation 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.

Additional Information:

• We are hiring to fill an existing position.This position requires working onsite five days a week.

• This position requires working onsite five days a week.

• Relocation is available for this position.

Posting Dates:

December 17, January 8, 2026

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

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