Technical Customer Experience Consultant - Construction Equipment

About the role

Caterpillar's SEM brand, which manufactures wheel loaders, motor graders, compactors and track-type tractors, is looking for a Technical Customer Experience Consultant in Abidjan. The role combines customer experience management with hands-on product support for construction equipment, acting as a trusted technical advisor to customers and dealers across West and Central Africa.

Key responsibilities

• Provide first-line technical support and troubleshooting for SEM equipment, helping customers and dealers with performance, operation and maintenance issues.
• Analyse machine health, telematics, service reports and technical data to identify problems and recommend corrective actions.
• Act as a liaison between customers, dealers, service teams and product support specialists to resolve technical and service concerns.
• Support machine commissioning, customer onboarding and operator training on product features and best practices.
• Escalate complex issues to engineering or product support teams and coordinate follow-up until resolved.
• Monitor recurring product issues and give feedback to support product improvement.
• Visit customers to evaluate machine performance, gather feedback and strengthen relationships.
• Support dealer capability development through technical training and product knowledge sharing.

Required profile

• At least 5 years of experience in technical customer support, field service, product support, equipment maintenance or customer service in construction, mining, heavy equipment or OEM industries.
• Strong technical knowledge of construction or earthmoving equipment such as wheel loaders, graders, compactors, dozers or excavators.
• Experience diagnosing and resolving equipment performance, reliability or maintenance issues with customers and service teams.
• Experience with dealers, distributors or aftermarket support networks is highly advantageous.
• Fluency in French and English, written and spoken.

Required skills

• Customer focus and service excellence.
• Consulting and decision-making skills.
• Effective communication and stakeholder engagement.

What we offer

• Full-time onsite role, five days a week at the local office, with about 50% travel across West and Central Africa.
• Relocation available and visa sponsorship for eligible applicants.
• A total rewards package with day-one benefits and the potential of a variable bonus.