Senior Product Support Operations Representative

The key role of a Senior Product Support Operations Representative (PSOR) is to work with Caterpillar dealers to deliver Differentiated Dealer Capabilities, drive process improvement, lead strategic project and execute Product Support (Parts and Service) Operations related strategies supporting our customers. This position will be based in Yokohama, Japan.

Key responsibilities will include, but not limited to:

• Lead and deliver Differentiated Dealer Capabilities differentiated dealer capabilities (Fundamental and Industry-specific)

• Lead key initiatives/Workstreams such as Services Commitment implementation and deliver key enablers

• Identify and deliver targeted Service Operations improvements.

• Liaising with dealers, customers, and other Caterpillar personnel to analyse, identify and develop solutions to solve customers’ toughest challenges.

• Assisting dealers in business planning including recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.

• Counsel dealers in developing increased human performance capability (i.e. assess, identify and implement performance gap solutions).

• Support initiatives to enhance dealer effectiveness, safety capabilities, overall segment growth, process improvement, and warranty policy.

• Support rollout of new products, services and solutions (e.g., products, parts, customer service agreements, other service solutions)

• Stay abreast of industry, technology and digital advancements and incorporate within Caterpillar and dealers to meet customer needs.

Desired Skills and Experience:

• Customer & Service Orientation
  A customer-back mindset with a commitment to delivering quality service and support.
• Problem Solving, Judgment & Change Enablement
  The ability to identify issues, think critically, make sound decisions, and contribute to practical solutions in a changing environment.
• Analytical & Business Thinking
  The ability to understand information or data and use it to support actions, recommendations, or improvements.
• Communication, Collaboration & Consulting Skills
  The ability to communicate clearly, work independently and collaboratively, build trust with others, and provide guidance or recommendations when needed.
• Project & Work Coordination Skills
  Experience managing projects in coordination with multiple stakeholders.
• Mobility & Flexibility
  Willingness to travel up to 50% as required by the role.

Skills related to field operations, product support or engineering, or working with dealers are a plus, but not required.

Top Candidates will have:

• High intellectual curiosity to learn, engage with people and build strong relationships

• English and Japanese language capability at business level

Career & Development:

Your career and development are important to us. On top of your field assignment, there are additional learning and development programs to help you develop a strong technical foundation, business and commercial acumen, key skills and capabilities for you to be successful in your career with Caterpillar.

If you can meet the above requirements and are looking for an exciting and rewarding career, please apply today via http://www.caterpillar.com/careers by attaching a copy of your resume.