Machine Technical Service Representative

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.

Caterpillar’s Building Construction Products (BCP) division has an exciting opening working as a Machine Technical Service Representative.

Working hands-on with customers and dealers, our Technical Service Representatives provide customer and dealer support on Caterpillar machines. They represent Caterpillar face to face, reviewing and resolving customer needs onsite and within Caterpillar dealer facilities.

Technical Service Representatives have a direct bottom line impact on Caterpillar and dealer financial results. Leadership and technical aptitude partnered with strong decision making and customer service skills are key to this role’s success! If traveling to customer sites and being hands-on with Caterpillar machines sounds appealing, Caterpillar’s Technical Service Representative may be a great next step for you!

Role Definition:

In this role, you will be on the frontline of supporting our network of dealers and customers. Cultivating strong customer and dealer relationships and using sound logic, you’ll be responsible for executing decisions on behalf of Caterpillar to ensure superb customer and dealer experience.

What You Will Do (Responsibilities):

• •Represent Caterpillar at customer and dealer sites to understand customer needs and machine applications and performance.
• •Travel throughout the assigned territory within Africa to provide technical consultation and support on product performance.
• •Exercise strong decision-making skills, making judgements on complex products.
• •Determine appropriate levels of support required for customer experience and peak product performance.
• •Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth and process improvements.
• •Help dealers achieve higher service quality working with industry sales representatives to develop total customer solutions.
• •Work with Service Specialists to ensure dealers meet targets for Customer Satisfaction.
• •Liaise with Caterpillar Product Support Managers and Support Engineers regarding product enhancements and future developments.
• •Educate/train dealers on Caterpillar product technical specifications.
• •Stay abreast of industry trends and technological advancements, and effectively relate these developments to Caterpillar, dealer, and customer needs.

What You Will Have (Preferred Skills):

• •Minimum 5 years of engineering, technical support, or product support experience, preferably within the heavy equipment industry.
• •Bachelor’s degree or an equivalent combination of education and relevant professional experience.
• •Fluency in English (proficiency in French, Arabic, Portuguese, or other relevant African languages would be an added advantage)
• •Strong written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and practical messages.
• •Excellent interpersonal and collaboration skills, with a proven ability to build effective relationships across diverse teams and stakeholder groups.
• •Self-motivated and proactive, with a demonstrated ability to manage priorities and deliver results independently.
• •Dynamic and adaptable team player who takes initiative and thrives in a fast-paced environment.
• •Strong organizational and prioritization skills, with the ability to manage multiple demands effectively.
• •Ability to navigate ambiguity, adapt quickly to changing business needs, and drive progress within the Caterpillar dealer network and customer environment.

Top Candidates Will Also Have:

• •Strong technical knowledge and hands-on experience with construction and heavy equipment applications.
• •Good understanding of the Caterpillar dealer network, its operating model, and customer support environment.
• •Strong technical aptitude, coupled with advanced computer literacy and the ability to effectively utilize a range of Caterpillar systems and digital tools.
• •Excellent time management, planning, and organizational skills, with the ability to manage multiple priorities simultaneously.
• •Proven ability to work collaboratively, professionally, and respectfully within cross-functional and diverse teams.
• •Ability to interpret and understand engineering drawings, specifications, and technical documentation.
• •Experience using Power BI for data analysis, reporting, and business insights would be advantageous.
• •Sound knowledge of Caterpillar equipment, including machine operation, applications, and customer use cases.
• •Previous leadership, mentoring, coaching, or team development experience would be an advantage.
• •Experience working across multiple countries, cultures, and dealer organizations within Africa would be highly desirable.

Additional Information:

• •Must be able to travel up to 50% (primarily within Africa)
• •Office-based, five days a week in Kempton Park, Johannesburg
• •Relocation within South Africa will be supported

What We Offer :

At Caterpillar, we believe each person is unique and valued, and are committed to ensuring that our workplace is diverse and representative of the many customers we serve around the globe. Different perspectives help us achieve our best work and come together to form a high-performing Caterpillar team that makes positive changes in the communities where we live and work.

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions. Caterpillar commits itself to the realization of employment equity goals as envisaged in the South-African Employment Equity Act and policies relating to workplace equality. Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html

Caterpillar takes data privacy seriously and is committed to compliance with The Protection of Personal Information Act in South Africa. Candidate CVs are used for the limited purpose of evaluating suitability for this job role and deleted from our database when it is no longer needed for the purpose as soon as it is practicable. For more information on Caterpillar’s privacy practices, please visit our Global Data Privacy Statement.

NB: The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative pro