**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. **Who we are:** As Caterpillar's **R** esource **I** ndustries **S** ales, **S** ervices and **T** echnology (RISST) Division, we take immense pride in our mission to provide the best possible customer experience by leveraging cutting-edge technologies such as automation and electrification to help our customers solve their biggest mine site challenges. Our integrated site solutions, including product health and safety services, are designed to enhance efficiency while ensuring safety and sustainability. Our dedication is unwavering as we strive to create tailored site solutions that not only boost productivity but also reduce costs, ensuring an exceptional experience for our global customers. By working closely together with our dealers and customers, we function as a tightly knit three-legged stool, focused on a common purpose - building a better and more sustainable world. **Together, we are mining better!** **Job Summary** We have an exciting opportunity for a dynamic Site Performance Manager to enhance the performance of Caterpillar Mining Products at key mine sites. In this role, you will collaborate with the Dealer Site Manager to support all Caterpillar business activities at the site. You will also develop, implement, and manage product support and equipment management processes, oversee Caterpillar Inc.'s business risk related to post-sale commercial and performance support, and co-manage site focus and support with Commercial Managers and Product Support Managers. **What You Will Do:** + Establish and maintain high-level relationships with business decision makers and subject matter experts. + Accountable for representing Caterpillar and Cat assigned actions. + Influence and drive Caterpillar Machine Business Divisions (MBD) to accelerate and deliver interim containment and permanent corrective actions and support that mitigate the impact of product issues to end users. + Influence Caterpillar Product Support Managers and MBD to accelerate and to deliver interim containment and permanent corrective actions and support that mitigate the impact of product issues to end users. + Partner closely with the Mining Region Manager, Commercial Manager and Sales Reps on commercial opportunities at the site. This position is jointly responsible for account recovery strategy and a Performance Improvement Strategy Plan Execution with Commercial Manager(s). + Develop, prioritize and implement strategies to address customer needs as well as ensuring dealer servicing and support practices align with recovery strategy. + Assure product health in order to maintain and enhance PINS growth and to reduce the impact of product health issues for all parties. + Consult on machine application practices and direct caterpillar, dealer and customer initiatives such that application practices are tailored to maximize project viability. + Review and provide input to operation controls and business practices / procedures to ensure caterpillar liabilities and exposure are measured and managed. **Skills you will have:** **Customer focus:** Demonstrates a deep understanding of customer needs and have the knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. **Effective communication:** Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours. **Relationship management:** Demonstrate excellent skills in building and nurturing strong, healthy relationships with clients, vendors, and peers, ensuring fruitful collaborations. **Knowledge of customer service concepts and techniques:** Must demonstrate the ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. **Problem solving:** Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. **Field support:** Knowledge of and experience with providing post-sales support; ability to support maintenance of caterpillar products. **Consulting:** Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge. **What Will Put You Forward:** + A completed Engineering Degree or a Trade Certificate with significant work-related experience will be considered. + Five to nine years of progressively responsible job-related experience in the Mining Industry as well as strong understanding of dealer operations and field experience. + Ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences at dealer and customer operational level. + Strong communication skills and the understanding and knowledge to communicate to the right people and parties at the right level when needed. + Ability & knowledge to understand mining cost per ton factors. + Good human relations skills are required to develop a collaborative/cooperative work relationship with others inside and outside the business unit. **Additional Information:** + Relocation/ISE/Payroll transfer NOT Supported. + Required to travel frequently: up to three full weeks a month, often traveling extensively to remote mine sites with limited contact to Cat resources. + Must be Fluent in French and English. + Strong Product Support/Technical Background. + Experience working in a mine site is essential. **What we offer:** From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company. You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, it’s important to do work that matters. **NB: Please share a English copy of your CV. 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.** _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 without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. 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_ _Follow us on Twitter, Facebook, LinkedIn, and YouTube._ _Please do not hesitate to apply if you feel you have the relevant skills and experience for the role._ \#LI **Posting Dates:** Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .