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.

About the Position:

We are seeking a Product Support Operations Representative (PSOR) to join our Japan team based in Yokohama.

In this role, you will work closely with Cat dealers across Japan to deliver Differentiated Dealer Capabilities, drive process improvement, lead strategic project and execute Product Support (Parts and Service) Operations related strategies to solve our customers' toughest challenges.

Key responsibilities include, but not limited to:

• Lead and deliver Differentiated Dealer Capabilities (both fundamental and industry-specific) to strengthen dealer performance in Japan.

• Drive key initiatives and workstreams, including Services Commitment implementation, ensuring effective delivery of critical enablers.

• Identify, prioritize, and implement service operations improvements to enhance efficiency, quality, and customer satisfaction.

• Collaborate closely with dealers, customers, and internal Caterpillar teams to analyze challenges and develop practical, value-driven solutions.

• Support dealer business planning and performance improvement, including recommendations on facilities, tooling, and systems to improve operational effectiveness.

• Act as a trusted advisor to dealers by strengthening organizational and workforce capabilities, including identifying skill gaps and supporting development plans, such as enhancing technician capability and capacity.

• Contribute to initiatives that improve dealer effectiveness, safety standards, process efficiency, segment growth, and warranty performance.

• Support the launch and adoption of new products, parts, and service solutions, including customer service agreements (CVA).

• Stay informed of industry trends, digital technologies, and market developments, and apply relevant insights to enhance dealer and customer outcomes.

Desired Skills and Experience:

• Customer & Service Orientation - Demonstrates a strong customer-first mindset, with a commitment to delivering high-quality service and building long-term, trust-based relationships with dealers and customers.

• Problem Solving, Judgment & Change Enablement - Ability to identify issues, think critically, make sound decisions, and contribute to practical solutions in a changing environment.

• Analytical & Business Thinking - Ability to analyze data and operational information to identify trends, generate insights, and support effective decision-making and continuous improvement initiatives.

• Communication, Collaboration & Consulting Skills - Communicates clearly and effectively across different audiences, both in Japanese and English. Builds strong relationships based on trust, works collaboratively across teams, and provides thoughtful recommendations as a trusted advisor to stakeholders.

• Project & Work Coordination Skills - Demonstrated ability to plan, manage, and execute projects or initiatives while coordinating with multiple stakeholders to achieve timely and effective outcomes.

• 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

This position requires working onsite five days a week.

 

Visa Sponsorship is not available for this position.

Posting Dates:

May 15, 2026 - May 29, 2026

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

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