Career Area:

Job Description:

Job Summary

The Electric Power Division has an exciting opportunity for a Technical Support Representative. In this customer-focused role, you will partner with dealers, customers, and internal teams to resolve product, application, and maintenance-related issues while helping drive product support initiatives across your assigned territory. Leveraging your technical expertise and relationship-building skills, you will support dealer development, improve customer outcomes, and provide valuable field insights that influence product and service improvements. Your contributions will have a direct impact on customer satisfaction and business success.

What You Will Do

• Serve as Caterpillar’s primary technical support representative for Electric Power Product Problem Management (PPM) within an assigned territory, helping dealers and customers resolve product, application, and maintenance-related issues for Electric Power products.

• Partner with dealers, customers, engineering teams, and product groups to investigate technical concerns, identify root causes, and implement effective solutions that minimize customer downtime.

• Coordinate technical resources and factory support to resolve complex product issues and improve overall customer satisfaction.

• Build and maintain strong relationships with dealer personnel and customers, representing Caterpillar as a trusted technical advisor during product support engagements and performance discussions.

• Support dealer development by helping dealers strengthen their ability to diagnose, troubleshoot, maintain, and repair Electric Power products.

• Collaborate with engineering, commercial, product support, and strategic account teams to communicate field issues, customer feedback, service challenges, and emerging market needs that influence product and service improvements.

• Support the successful execution of Product Improvement Programs (PIPs), product support initiatives, and other business programs within the territory.

• Provide technical support for diesel and natural gas generator sets, power systems, and related Electric Power equipment operating in a variety of applications.

• Assist in the implementation of technical and commercial programs, processes, and initiatives that improve customer and dealer outcomes.

• Travel throughout the assigned territory to support dealers, customers, and business initiatives (up to 50% travel).

Degree Requirement

Bachelor’s degree in Engineering, Engineering Technology, or a related technical discipline preferred; equivalent technical and industry experience will also be considered.

What You Will Have

• Customer Focus: Extensive experience and 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.

  • Fosters strong dealer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

  • Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

• Service Excellence: Extensive experience and 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.

  • Resolves complex customer complaints or problems.

  • Participates in developing a variety of effective solutions to resolve customer issues.

• Technical Excellence: Extensive experience and knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

  • Engages appropriate subject matter resources to effectively resolve technical issues.

  • Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.

• Effective Communications: Extensive experience and 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.

  • Adapts documents and presentations for the intended audience; communicates well downward, upward, and outward.

  • Demonstrates both empathy and assertiveness when communicating a need or defending a position.

• Relationship Management: Extensive experience and knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

  • Maintains productive, long-term relationships with customers, dealers, and stakeholders.

  • Educates support teams on dealer priorities and customer issue resolution.

Additional Requirements

• Experience troubleshooting, servicing, supporting, or working with engines, power systems, industrial equipment, heavy machinery, or similar products.

• Ability to communicate technical information effectively to customers, dealers, and cross-functional stakeholders.

• Strong problem-solving skills with the ability to investigate and resolve technical issues.

• Basic understanding of diesel and natural gas engine operation and maintenance.

• Ability to build relationships and collaborate with customers, dealers, and internal business partners.

What Will Put You Ahead

• Experience with power generation equipment, including generator sets (gensets), switchgear, or power system applications.

• Experience in a customer-facing technical support, field service, operations, or product support role.

• Experience working with dealers, distributors, or service networks.

• Knowledge of diesel and natural gas generator set operation, performance, and maintenance.

• Experience diagnosing complex equipment issues and performing mechanical failure analysis.

• Understanding of electrical power distribution systems and related equipment.

• Knowledge of aftermarket parts, service operations, or parts distribution networks.

• Ability to translate complex technical concepts into clear recommendations for both technical and non-technical audiences.

Additional Information

• This position requires regular travel throughout the assigned territory. When not traveling or supporting customers on-site, the successful candidate will work from their assigned office location on a 5-day-a-week schedule.

• Travel requirement of ~50%.

• Domestic relocation is available for this position.

• Visa sponsorship is NOT available for this position.

• Position may require Special Government Clearance: passing a US Government background check may be required as a job requirement.

• Additional Benefits: Phone allowance included, and company vehicle provided (includes insurance, towing, and personal use)

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job.

At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Summary Pay Range:

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. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Not ready to apply? Join our Talent Community.