Rental Operations Representative

JOB PURPOSE:

Incumbent assists dealers in achieving rental operational excellence for dealerships. By conducting detailed analyses of dealer rental operations and making appropriate recommendations, this position has a direct impact on dealer profitability. This is the second level field assignment to assist dealers in achieving parts and service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products.


JOB DUTIES:

The key role of this assignment is to move from learning and assisting others to fully contributing process improvement methodologies to improve dealer profitability. The incumbent is a liaison among dealers, customers and other Caterpillar personnel. Also becomes increasingly familiar with the company’s processes, systems and methodologies. A more senior representative and the supervisor/manager only generally direct work. Decisions made by this position are more complex and have greater risk issues than those associated with the less experienced representatives. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and developing greater communication skills.


The position manages the completion of its own work assignments and coordinates work with others. Typical internal customers include employees from two or more work groups in a Division. External customers include two to ten Dealers and their customers. The position is challenged to quickly and correctly identify problems that may not be obvious. The incumbent solves problems by determining the best course of action, within departmental guidelines, from many existing solutions. The incumbent is free to determine the best way to complete job assignments in order to achieve desired results. Work is reviewed after completion, except in the most complex or high impact situations. Impacts key quality goals including Customer Satisfaction, Continuous Improvement, timeliness, Accuracy, Efficiency, Cost Savings, Process Quality, Profitability, etc. The position counsels the dealers on the best processes or methods to best use resources or technology in meeting the quality goals.

The position typically requires travel of at least 25%.


BACKGROUND/EXPERIENCE:

The position may require knowledge of Caterpillar dealer rental operations. Personal computer skills and familiarity with various software packages may be required. The position typically requires a college or university degree or equivalent experience. In addition, one to two years of prior field experience are typically required. Good human relations skills are required to develop a cooperative work relationship with others inside and outside the department. Incumbents will have demonstrated the ability to work on increasingly more complex assignments. It is important for the incumbents to express themselves clearly and have strong written and oral communication skills in both English and Spanish.