Career Area:
Product Support
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:

With 2023 sales and revenues of $67.1 billion, 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.

Caterpillar does business on every continent, principally operating through three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and providing financing and related services through our Financial Products segment.

Responsibilities:
• Leading the global team of Job Site Solutions (JSS) Fleet Managers to deliver UPTIME at customer sites
• Solving complex problems across customer sites and managing the strategy with the customer and the dealer to maximize fleet performance.
• Prioritize and communicate product issues related to customer downtime and manage cost and brand impact.
• Improve service strategies including component lives and total cost of ownership for Caterpillar products to improve repairability and maintenance.
• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

Skill Descriptors:



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.


• Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.
• Provides customer focused vision, strategy and leadership that exceeds customer expectations.
• Persuasively articulates the link between customer focus and enhanced business success to stakeholders.
• Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'.
• Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.
• Consults with senior executives regarding critical success factors and details to being a customer focused organization.

Data Gathering & Analysis:

Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

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.

• Monitors industry for trends in enhancing customer service, with special attention to CRM.
• Designs strategies to inspire peers to raise the bar of customer service delivery.
• Coaches peers on how to satisfy customers.
• Consults with management on modifying business processes to enhance service delivery.
• Promotes the use of superior service in diverse environments.
• Establishes best practices for service excellence.

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.

• Offers constructive ideas on high impact business opportunities.
• Develops others' abilities for consulting to multiple clients and multiple assignments.
• Ensures others understand the critical importance of clear, client-focused communication.
• Consults to senior business executives on own functional specialty.
• Monitors industry for developments in consulting best practices and consulting support tools.
• Collaborates with own senior business management on feasibility studies and potential projects.

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.

• Works to create a climate that values and rewards good oral and written communication.
• Communicates effectively with diverse audiences, using appropriate media and language.
• Monitors developments in communications tools for potential use by organization.
• Writes reports, articles, or books for distribution to the business or professional community.
• Ensures important messages are clearly understood.
• Coaches others on methods of improving their own communications.

Problem Solving:

Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.
• Trains others in the process of eliciting alternatives and assessing their impact.
• Orchestrates the resolution of high-impact and cross-functional problems.
• Successfully organizes problem solvers and stakeholders for high-impact problems.
• Predicts and explains long-term trends and implications for alternatives.
• Monitors industry for best practices and new techniques in problem-solving.

Relationship Management:

Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Oversees key client reviews to assure service and relationship satisfaction.
• Coaches others in the value, issues, and methods of client partnering.
• Collaborates with clients in the pursuit of common business objectives.
• Maintains status information on major developments in client or partner environment.
• Works directly with clients to discern business trends and their implications.
• Fosters a climate conducive to establishing positive working relationships with outsiders.

Technical Excellence:

Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Fosters an environment that encourages, supports and rewards technical excellence.
• Provides recognized technical leadership to an organization that includes vision, innovation, superior technical competence and the desire to excel.
• Provides highly effective solutions to very complex technical challenges, applying outstanding technical competence to understand and resolve issues.
• Champions the use of new innovations and technologies that solve technical business problems.
• Consistently applies the latest developments, practices and technologies to resolve complex technical challenges in one's general area of competence.
• Develops organizational policies, best practices and management methods that are highly conducive to technical excellence.

Employee benefit details:

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 a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details:

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. For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/socialmedia

#LinkedIn
Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
September 20, 2024 - October 4, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community .