Customer Experience Consultant

Caterpillar Inc. is seeking a Technical Customer Experience Consultant to join their team in Abidjan, Côte d'Ivoire. This role focuses on delivering exceptional service and technical support for SEM construction equipment, acting as a trusted technical advisor to customers and dealers across West and Central Africa. Join a global team dedicated to building a better, more sustainable world.

Caterpillar Inc. is a world-leading manufacturer of construction and mining equipment, with a history of helping customers build a better world for over 100 years. The SEM brand, a wholly owned subsidiary, offers a range of construction equipment targeted to meet customer needs globally.

If you thrive on delivering exceptional service and technical support, we encourage you to apply now and help shape the future of construction equipment support.

Company Overview

For 100 years, Caterpillar Inc. has been helping customers build a better, more sustainable world with innovative products and services. With 2024 sales and revenues of $64.8 billion, Caterpillar is a global leader in construction and mining equipment, engines, and industrial gas turbines. The company operates on every continent, focusing on key industry segments and providing financial services.

Shandong Engineering Machinery Co. Ltd., manufacturing SEM branded wheel loaders for over 60 years, became a wholly owned subsidiary of Caterpillar in 2008. SEM is a strategic brand of Caterpillar, with its own brand proposition, distribution channels, marketing strategy, and product support, meeting regional industry requirements for quality and reliability.

Quick Details

• Salary Range: Not Applicable
• Job Type: Full-time
• Experience: 5 Year+
• Qualifications: Bachelors Degree

Key Responsibilities

• Provide first-line technical support and troubleshooting for SEM construction equipment.
• Analyze machine health, telematics, and service reports to identify potential problems and recommend corrective actions.
• Act as a liaison between customers, dealers, service teams, and product support specialists.
• Support machine commissioning, customer onboarding, and operator awareness on product features.
• Escalate complex technical issues to engineering or product support teams and coordinate follow-up actions.
• Conduct customer visits to evaluate machine performance and gather feedback.

Requirements

• 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.
• Experience diagnosing and resolving equipment performance, reliability, or maintenance issues.
• Fluency in French and English (written and spoken) is required.
• Strong customer-focused approach with the ability to professionally manage technical inquiries and concerns.
• Excellent communication, relationship management, and stakeholder engagement skills.

Benefits

• Relocation is available for this position.
• Visa sponsorship is available for eligible applicants.
• Earn more than just a wage with a total rewards package that provides day one benefits.
• Potential of a variable bonus and additional benefits.
• Opportunity to work with a global team dedicated to building a better world.