Senior Product Support Operations Consultant

**Career Area**:
Product Support

**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.

**IT IS YOUR TIME**

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.

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.

**Important**:

- **Don’t forget to include a resume (CV) in English in your profile in Workday**:
**What you will do**:
This position focuses on improving dealer and customer performance with MineStar products by developing and implementing action plans. The role involves complex analysis, problem-solving, and strategic decision-making. The incumbent collaborates with Caterpillar teams to negotiate, build consensus, and achieve resolutions, coach organizational levels to embrace technology changes, develop accountability systems, and guide customer teams in process improvements. Additionally, the role includes defining contractual scopes, identifying business opportunities, and ensuring successful execution of change initiatives.
- Consulting dealers in developing commercial, organizational, implementation and operational strategies that increase product support performance in parts and technology and meet customer business needs.
- Supporting dealers on information systems including advantages and shortcomings for dealer operations.
- Serving as a dealer advocate in implementing Caterpillar policies and practices.
- Improving dealer capability and efficiency through training and communications.
- Work closely with regional commercial teams on early engagement with technology customers to ensure alignment for change enablement activities.
- Consulting customers in lessons learned experienced by Caterpillar, Customers and Dealers from previous technology deployments.
- Conducting site assessments for technology customers and collaborating with each customer to design an effective change enablement plan.
- Administer customer satisfaction assessments.
- Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes.

**What you will have - Skills**:
**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.

**Relationship Management**: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

**Basic Qualifications**:
Bacheloor’s degree.

Advanced English and Portuguese.

Knowledge in project management, consulting, technology implementations, training and/or dealer support.

Graduation in Psychology, Organizational Leadership, Mine Engineering, Business Management and/or equivalent.

Knowledge in MineStar products.

Advanced Spanish.

**Travel**:
Extensive travel up to 75% of working time.

**Some of the offered benefits**:

- Medical plan
- Dental plan
- Medicines reimbursement
- Gympass
- Psychological, Legal, Social and Finance Support Program
- Private pension plan
- Profit share
- Meal assistance
- Christmas basket
- Transportation
- Life and personal insurance
- Extended maternity and paternity leave
- Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

**Posting Dates**:
November 20, 2024 - November 27, 2024
Caterpillar is an Equal Opportunity Employer (EEO).

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