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Job Description
Overview
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.
Career Area Supply Chain and Logistics
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.
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Job Summary
This opportunity is to join the Dealer Aftermarket Collaboration team, responsible for ensuring that Caterpillar Dealers in Latin America have quick and efficient access to the parts needed to service our customers’ machines and equipment. The role focuses on providing direct support to the Dealers by monitoring availability, tracking orders, and resolving various demands with agility and accuracy. Beyond operational support, the Escalation Coordinator acts as the highest point of contact before to get leadership team involved for resolving critical supply chain issues and acts as key player in important projects and initiatives within Caterpillar areas as Dealer side. The role demands agility, strong communication, and cross-functional collaboration to manage urgent situations effectively. This opportunity is for individuals who thrive on challenges, enjoy working in dynamic environments and seek for future leader positions.
What You Will Do
Serve as the escalation contact between Caterpillar Dealers and the company’s internal structure after the Customer Service Analyst has already worked and a solution was not identified.
Act with agility and intelligence to ensure the issues are addressed inside the internal structure.
Handle escalated high-priority cases, ensuring timely solutions through creative problem-solving and integrations within Caterpillar departments.
Integrate diverse teams (Order Management, Operations, Transportation, Product Group, Supply Chain) to align recovery plans and expedite actions for high-priority cases.
Maintain clear, proactive communication with dealers and internal teams, often in multiple languages (English/Spanish), to provide accurate updates and manage expectations.
Apply escalation protocols, including severity matrix and structure templates, to ensure transparency and accountability in critical situations.
Manage a high-intensity routine, handling high-priority orders (e.g., machines down in the field).
Master internal processes, understand Order Management rules, and know how to engage the right people.
Adapt to a dynamic environment with constant changes and emerging demands.
Be prepared for extended working hours and busy days, with a focus on continuous learning.
Take advantage of the opportunity for professional development, connecting with multiple teams across the company.
Act as the Order Management reference member inside the team, coaching and mentoring the Order Management analysts while providing feedback for specific situations identified in the escalated cases.
What You Have – Skills
Business Acumen: Knowledge of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this knowledge appropriately to diverse situations.
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. Demonstrates the capacity to evaluate alternatives, anticipate potential outcomes, and choose the most effective course of action. Applies critical thinking to solve complex problems while considering both immediate and long-term impacts.
Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Demonstrates resourcefulness in identifying root causes, developing practical solutions, and implementing strategies that prevent recurrence of issues. Proactively addresses challenges by leveraging analytical skills and collaborating with cross-functional teams to drive effective and sustainable outcomes.
Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives. Demonstrates the capability to set clear goals, manage timelines, and coordinate team efforts to deliver successful outcomes.
Basic Qualifications
Bachelor’s Degree.
Pre Advanced English.
Pre Advanced Spanish.
Professional experience in customer service, logistics, materials planning, supply chain or transportation.
Top Candidates Will Have
Advanced/Fluent English and Spanish.
Previous experience in supporting Caterpillar Dealers or working in the spare parts department.
Familiarity with ERP systems (e.g., SAP, Oracle) and CRM/SPM tools.
Advanced knowledge of parts systems, including PartsVIZ, Parts Order Management Portal, Aftermarket – Item Scout, and SPM.
Solid understanding of Caterpillar products and their applications.
Knowledge of Lean Process Improvement / Green Belt certification.
Additional Information
Willingness to work on-call shifts outside regular hours, based on demand (not frequent). 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 eligiblity may vary by position and location.
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.
Posting Dates
novembro 7, 2025 - novembro 13, 2025
Job Details
Seniority level: Not Applicable
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Construction and Machinery Manufacturing
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