UPTIME Representative (Technical Representative)

IT IS YOUR TIME!

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 nearly 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 products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

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. 

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important: 

- Don’t forget to include a resumé in English in your profile in Workday

- Please frequently check the email associated with your application, including the junk/spam, 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 update s to your status. 

Role Definition

Leads and manages dealer technical relationships to maximize equipment uptime, product reliability, and service excellence. Provides expert technical support, drives proactive maintenance strategies, and enhances dealer capabilities to deliver superior customer uptime solutions.

Responsibilities

• Ensuring alignment with Caterpillar business processes while supporting warranty, commercial, and uptime improvement decisions.
• Partnering with dealers to design and execute equipment uptime strategies, including preventive maintenance, condition monitoring, and repair planning.
• Supporting rollout of new products by delivering technical guidance, training, and service readiness plans.
• Conducting regular product health and uptime performance reviews with dealers and identifying corrective actions.
• Leading root cause analysis and problem resolution for key product or performance issues.
• Identifying opportunities to improve customer uptime, reliability, and total cost of ownership (TCO).
• Strengthening dealer technical capability through coaching, best practice sharing, and continuous improvement initiatives.

Skill Descriptors

Customer Focus

• Promotes uptime and reliability as key drivers of customer satisfaction.
• Identifies and validates customer operational needs related to equipment performance.
• Collects and acts on customer feedback regarding machine reliability and service quality.
• Aligns uptime strategies with customer productivity and cost expectations.
• Engages directly with customers to understand operational challenges and performance gaps.

Industry Knowledge

• Demonstrates knowledge of Caterpillar equipment systems, applications, and service requirements.
• Understands industry trends in maintenance, digital solutions, and fleet management.
• Applies regulatory and safety requirements to service and maintenance practices.
• Participates in technical forums and stays updated on product and industry advancements.
• Works across product support and application functions to deliver integrated solutions.

Decision Making and Critical Thinking

• Applies structured problem-solving and root cause analysis methodologies.
• Collects and analyzes machine data, failure trends, and service history.
• Documents technical issues, stakeholders, and resolution processes.
• Prioritizes actions based on impact to uptime, safety, and customer operations.
• Evaluates risks, cost implications, and alternative repair or maintenance strategies.

Effective Communications

• Provides clear technical guidance and feedback to dealers and customers.
• Communicates complex technical issues in a simple, actionable manner.
• Prepares technical reports, service recommendations, and performance summaries.
• Uses active listening to understand concerns from dealers and customers.
• Adapts communication style for technical and non-technical audiences.

Negotiating

• Collaborates with dealers and customers to reach practical solutions for uptime challenges.
• Balances technical recommendations with commercial considerations.
• Uses data and evidence to support repair strategies and service decisions.
• Maintains a solution-oriented approach focused on mutual benefit.
• Aligns stakeholders on corrective actions and improvement plans.

Relationship Management

• Builds strong partnerships with dealer service teams and technical staff.
• Ensures timely support and follow-up on product issues.
• Monitors customer equipment performance and satisfaction levels.
• Escalates critical product concerns appropriately.
• Works cross-functionally with engineering, product support, and service teams.

Business Development

• Identifies opportunities to improve service offerings and uptime solutions.
• Supports dealer growth through enhanced technical capability and service excellence.
• Recognizes applications and segments that benefit from Caterpillar support solutions.
• Contributes to service growth through improved maintenance and repair strategies.

Value Selling (Uptime Value Delivery)

Working Knowledge

• Promotes uptime, reliability, and lifecycle value as key differentiators.
• Uses data to quantify benefits of maintenance strategies and repair decisions.
• Communicates total cost of ownership (TCO) advantages to customers.
• Recommends value-added services such as condition monitoring and predictive maintenance.
• Demonstrates how technical support contributes beyond initial equipment purchase.

Basic requirements: 

- Bachelor’s degree  

- Pre-Advanced English

Additional information: 

- Travel expectation is 50%. 

Note: This position requires the candidate to work onsite five days a week.

Some of the offered benefits*:

·Medical plan 

·Dental plan

·Medicines reimbursement 

·Psychological, Legal, Social and Finance Support Program

·Private pension plan

·Profit share

·Meal assistance 

·Christmas basket

·Transportation 

·Life and personal insurance

·Extended maternity and paternity leave

·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.)  to contact candidates. Available vacancies are only advertised through the company's official channels (www.caterpillar.com/careers.html; https://www.linkedin.com/company/caterpillar-inc), and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html

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