Senior Product Support Operations Consultant

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 Role:

Caterpillar’s Asia Pacific Distribution Division (APD) is seeking a skilled Product Support Operations Consultant. In this role, you will help plan, execute, and monitor service operations initiatives that strengthen dealer performance and enhance customer support. You will collaborate with internal business units to prioritize dealer engagement, contribute to the development of corrective action plans, and work closely with Industry Segment teams and District offices to ensure effective execution of service‑focused projects throughout Asia Pacific.

What you will do:

Provide consultancy that strengthens dealer Service Operations Capability and Capacity, driving operational improvements that enhance profitability and Sales to Users (STU). Serve as a key liaison between dealers, customers, and Caterpillar teams, partnering closely with dealers to elevate service performance, develop right sized operational capabilities, and implement targeted improvements. Execute action plans aligned with Differentiated Dealer Capabilities (DDC) standards to ensure sustained, measurable advancement in dealer service operations.

Responsibilities include;

• Optimise service activities by evaluating job scheduling, technician allocation and parts/tooling readiness. Leverage Caterpillar service operations and digital tools such as connected asset data, condition monitoring platform, Dealer CRM and Dealer scheduling systems for efficient and consistent service.

• Train dealers to evaluate used components and parts to determine reuse, salvage or replacement eligibility in accordance with Caterpillar standards. Support the development of accurate documentation and cost‑effective decisions that maintain safety, reliability and service quality.

• Support continuous improvement of dealer service operations in alignment with Differentiated Dealer Capabilities (DDC) standards, ensuring dealers consistently exceed required performance levels.

• Provide coaching and strategic guidance to District PSORs, strengthening their capability to execute service initiatives, drive dealer performance, and apply best‑practice methodologies in Service Operations Capability and Capacity and Differentiated Dealer Capabilities (DDC).

• Collaborating with Industry Teams to strengthen Dealer Service Capabilities, support global project initiatives and develop Dealer foundation needed to deliver sustained Segment Growth.

What You Have

• Business Acumen: Established dealer network/relationships and operational credibility based on past interactions.

• Influence: Empowers others to establish collaborative, healthy relationships.

• Customer Focus: Understand and act on customer needs; gather feedback for continuous improvement.

• Collaboration: Foster teamwork across functions, regions, and levels to achieve shared goals.

• Consulting: Provide clear guidance on requirements, deliverables, and progress.

• Decision Making & Critical Thinking: Analyze data, assess risks, and make informed decisions.

• Effective Communication: Adapt messaging for audiences; communicate clearly and persuasively.

• Relationship Management: Build and maintain productive, long-term partnerships with clients and vendors.

Qualifications/Experience Required:

• Education: Bachelor’s degree required; alternatively, a minimum of 10 years of dealer or heavy equipment industry experience is preferred.

• Experiences: 10 years of dealer or heavy equipment industry experience. Strong experience in service, service operations and condition monitoring methodologies.

Additional Information:

• This position will require up to 40% Travel

This position requires working onsite five days a week.

 

Visa Sponsorship is not available for this position.

Posting Dates:

April 22, 2026 - May 5, 2026

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

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