Product Support Specialist

Caterpillar Inc.

Product Support Specialist assisting with product problem management in China. Maximizing Customer Loyalty while minimizing the impact of customer complaints in the product lifecycle.

Posted 7/4/2026full-timeXuzhou • 🇨🇳 ChinaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Assists with product problem management within an assigned territory or industry
Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints
Providing input to Service Operations Specialists for shop operations
Drive and support Dealer Product Problem Management process
Building dealer's technical capabilities to identify and repair product deficiencies
Collaborate internally with business partners to deliver product defect fixes

Requirements

What you’ll need

Degree or equivalent experience desired
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
Service Excellence: Knowledge of customer service concepts and techniques
Effective Communications: Understanding of effective communication concepts, tools and techniques
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems
Relationship Management: Knowledge of relationship management techniques
Technical Excellence: Knowledge of a given technology and various application methods
HEX service hands-on experience preferred
Fluent oral English.

Benefits

Comp & perks

50% travel globally
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Technical ExcellenceProduct Problem ManagementDefect FixingOperational Process Improvement

Soft Skills

Effective CommunicationRelationship Management