Technical Representative / Représentant Technique

Company	Caterpillar Inc.
Location	Ontario, Canada, Quebec City, QC, Canada
Salary	$Not Provided – $Not Provided
Type	Full-Time
Degrees
Experience Level	Mid Level, Senior

Direct field experience working with dealers and customers in the mining or related industry.
Working knowledge of Mining equipment, machine lifecycle and economics, product support, condition monitoring, applied failure analysis, and equipment maintenance practices.
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.
Deep product knowledge, and application experience with equipment and production technologies.
Superior relationship-building skills and the ability to execute through a team of Caterpillar, Dealer, and Customer personnel.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Superior communication skills – both written and verbal – that range from operational and technical discussions to Dealer Principal and Executive presentations.

Build and maintain partnerships with end users, driving customer satisfaction by ensuring fair value in partnership with dealer personnel.
Launch product problem management initiatives, regularly interfacing with dealers and customers to minimize the commercial impact of customer complaints and ensuring customers receive fair value.
Counsel dealers in managing and driving the Product Improvement Program cost-effectively and within designated time frames.
Provide technical guidance and counsel dealers on presentations designed to inform customers of machine improvements and service advantages.
Understanding market needs and build an understanding of how and why decisions are made within your workgroup and organization.
Administering company policy Warranty/Goodwill settlements and working with service specialists to ensure dealers have the technical capability to identify and repair product deficiencies.
Working with Service Specialists to ensure dealers meet targets; providing input to Service Operations Specialists for shop operations, service process improvements, and systems; help dealers achieve higher service quality and improve profitability; and working with other reps to develop total customer solutions that support sales efforts.