Product Support Operations Specialist-Electric Power

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 EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Role Definition

The Electric Power Key Accounts Product Support Operations Specialist supports strategic and managed accounts by ensuring Caterpillar dealers are prepared to successfully execute commissioning and ongoing service requirements across new and expanding customer sites. This role will work across customers, Caterpillar teams, and the dealer network to plan commissioning resources, onboard and develop dealers, and establish consistent execution standards. A key responsibility will be identifying best practices from experienced, high-performing dealers and applying those practices to new dealers and sites to accelerate readiness and deliver a consistent customer experience. The role will also use project and site data to anticipate future requirements, including commissioning schedules, technician capacity, training needs, and dealer readiness. The overall objective is to build a scalable dealer support model that enables consistent execution as strategic and managed accounts continue to grow across new sites and geographies.

What You Will Do

- Support Electric Power strategic and managed accounts by coordinating commissioning resources and dealer readiness for new and expanding sites.
- Lead dealer onboarding and readiness activities to prepare dealers for customer-specific commissioning and service requirements.
- Identify best practices from established dealers and standardize and replicate those practices across new dealers and sites.
- Partner with dealers to identify capability gaps and develop plans for technician readiness, training, tooling, and support.
- Use new-site and project data to understand upcoming demand and develop commissioning schedules and resource plans.
- Forecast technician requirements and training needs based on upcoming site schedules and generator commissioning activity.
- Coordinate across customers, dealers, and Caterpillar teams to ensure required resources are aligned ahead of commissioning.
- Help establish consistent processes and expectations across dealers to deliver a repeatable, high-quality customer service experience.

What You Will Have (Required Skills)

Customer Focus

- Demonstrates commitment to understanding and meeting customer and dealer expectations.
- Researches customer needs and develops solutions that support business objectives.
- Utilizes customer feedback to improve processes and service delivery.
- Maintains regular communication with customers and stakeholders to understand evolving needs.

Service Excellence

- Provides high-quality support to both internal and external customers.
- Responds promptly and professionally to customer requests and issues.
- Escalates and resolves operational challenges in a timely manner.
- Maintains a strong customer-first mindset in all interactions.

Consulting

- Provides basic operational guidance and support to customers and business partners.
- Maintains a professional image while supporting dealer and customer needs.
- Assists in explaining program expectations, processes, and requirements.
- Supports stakeholders throughout program execution and issue resolution activities.

Decision Making & Critical Thinking

- Collects and evaluates relevant information to support business decisions.
- Identifies issues requiring action and appropriately escalates concerns.
- Recognizes opportunities for operational improvement and process enhancement.
- Supports informed decision-making through data analysis and problem assessment.

Effective Communication

- Communicates clearly and professionally in both written and verbal formats.
- Develops reports, presentations, and business correspondence as needed.
- Adjusts communication style based on audience and business needs.
- Demonstrates active listening and effective interpersonal communication skills.

Relationship Management

- Builds and maintains productive working relationships with dealers, customers, and internal teams.
- Supports a positive customer experience through consistent communication and responsiveness.
- Understands the importance of partnership and collaboration in achieving business objectives.
- Serves as a trusted resource for operational support and performance improvement efforts.

What Will Put You Ahead

- Experience supporting dealer networks, customer service, business operations, or performance improvement initiatives.
- Strong organizational and analytical skills.
- Ability to interpret performance data and identify improvement opportunities.
- Experience working in a customer-facing or dealer facing environment.
- Strong verbal and written communication skills.
- Ability to work collaboratively with cross-functional teams and external partners.
- Proficiency with Microsoft Office Suite, particularly Excel and PowerPoint.

Ideal Candidate Profile

The successful candidate will be a customer-focused and relationship-oriented professional who enjoys working with dealers, customers, and cross-functional teams to improve operational performance. They will possess strong communication and analytical skills, demonstrate initiative in identifying opportunities for improvement, and have the ability to support performance initiatives that drive operational excellence across the Caterpillar network.

Additional Information

- Primary Location: Lafayette, IN
- Additional Location: Irving, TX
- Travel: Up to 25% travel
- Relocation is not available for this position
- Visa Sponsorship is not available for this position

Summary Pay Range:

$97,530.00 - $146,290.00

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.

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Medical, dental, and vision benefits*

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

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401(k) savings plans*

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Health Savings Account (HSA)*

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Flexible Spending Accounts (FSAs)*

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Health Lifestyle Programs*

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Employee Assistance Program*

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Voluntary Benefits and Employee Discounts*

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Career Development*

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Incentive bonus*

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Disability benefits