Customer Experience Consultant

Career Area:

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 Us

Shandong Engineering Machinery Co. Ltd. manufactured SEM branded wheel loaders in China for more than 60 years and became a wholly owned subsidiary of Caterpillar in 2008.

As an important strategic brand of Caterpillar, SEM has its own brand proposition, distribution channels, marketing strategy and product support. The SEM brand of wheel loaders, soil compactors, motor graders and track-type tractors are targeted to meet customers’ needs in China and overseas markets. SEM products meet or exceed regional industry requirements for quality and reliability.

Role Summary

We have an exciting opportunity for a Technical Customer Experience Consultant who thrives on delivering exceptional service and technical support. This role combines customer experience management with hands-on product support for SEM construction equipment, including wheel loaders, motor graders, compactors, and track-type tractors.

Acting as a trusted technical advisor to customers and dealers, you will provide first-line technical troubleshooting, machine performance analysis, service coordination, and product support across West and Central Africa. You will work closely with customers, dealers, service teams, and product specialists to diagnose issues, recommend corrective actions, improve machine availability, and ensure an outstanding ownership experience throughout the equipment lifecycle.

What will you do

• Provide first-line technical support and troubleshooting for SEM construction equipment, assisting customers and dealers with machine performance, operational, and maintenance-related issues.

• Analyze machine health, telematics, service reports, and technical information to identify potential problems and recommend corrective actions.

• Act as a liaison between customers, dealers, service teams, and product support specialists to ensure timely resolution of technical and service-related concerns.

• Support machine commissioning, customer onboarding, and operator awareness on product features and best practices.

• Escalate complex technical issues to engineering or product support teams and coordinate follow-up actions through to resolution.

• Monitor recurring product issues and provide feedback to support continuous product improvement initiatives.

• Conduct customer visits to evaluate machine performance, gather customer feedback, understand our customer’s toughest challenges and strengthen customer and dealer relationships.

• Support dealer capability development by providing technical training and sharing product knowledge where required.

Skills you will have

Customer Focus: 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.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Effective Communications: 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 behaviors.

What will put you forward:

• Minimum of 5 years' experience in technical customer support, field service, product support, equipment maintenance, or customer service within the construction, mining, heavy equipment, or OEM industry.

• Strong technical knowledge of construction or earthmoving equipment such as wheel loaders, graders, compactors, dozers, excavators, or similar machinery.

• Experience diagnosing and resolving equipment performance, reliability, or maintenance issues in collaboration with customers and service teams.

• Experience working with dealers, distributors, or aftermarket support networks would be highly advantageous.

• Fluency in French and English (written and spoken) is required.

• Strong customer-focused approach with the ability to professionally manage technical inquiries, service requests, and customer concerns.

• Excellent communication, relationship management, and stakeholder engagement skills.

Additional Information

• Travel Requirement: Approximately 50% travel across West and Central Africa

• Work Arrangement: This is a full-time onsite role, with presence required five days a week at the local office.

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 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.

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

How We Support You (Employee Benefits):

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus and additional benefits.

We value authenticity and encourage candidates to submit original, personally crafted responses throughout our hiring process. Use of AI-generated content may disadvantage your application.

Posting Dates:

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

Not ready to apply? Join our Talent Community.