**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. **The opportunity:** We have an exciting opportunity for a passionate and dynamic **Dealer Workforce Development Consultant** to join our team! As Global Dealer Learning’s Dealer Workforce Development Consultant within Global Service (ADSD), you will support dealers on Services Growth via the execution of Dealer Technician Growth Programs (Attraction, Development, and Retention) and Career Development Process Accreditations. If you have a passion for learning and development and a commitment to excellence, we want to hear from you! **Responsibilities and duties:** + Collaborate effectively across the enterprise (specifically the Distribution Services Division) and with dealer partners to achieve Services Growth goals, serving as a business partner to achieve Dealer Technician Growth definition of winning (DoW). + Using expertise on dealer operations, provide consultative services on Service, Sales, and Leadership learning strategies and solutions from Global Dealer Learning. + Support SEP (Service Excellence Program) and MSEP (Marketing & Sales Excellence Program) specifically around dealer workforce capacity & capability (Cap & Cap). + Enhance dealer capabilities through Technician Career Development Process Accreditation (TCDPA) and Sales Career Development Process Accreditation (SCDPA). + Execute Dealer Technician Growth initiatives as measured by key metrics such as % Technician Volume vs. Cap & Cap Plan, % of dealers at TCDPA Excellent Accreditation, % of dealers with Train-to-Task programs (Foundational accelerated technician development program), % of dealers participating in Technician Retention Surveys, and % of dealers participating in Global Dealer Technician Challenge. **Skill you will have:** **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. **Level Working Knowledge:** + Helps link organizational objectives to customer needs and expectations. + Meets regularly with customers to understand their wants, needs and expectations. ​ **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. **Level Extensive Experience:** + Teaches others how to deliver excellent customer service in a variety of settings. + Recovers from a service failure in a way that enhances customer's esteem of the organization. **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. **Level Working Knowledge:** + Participates in developing consulting opportunities or assignments. + Documents client's objectives and project scope. **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 behaviours. **Level Extensive Experience:** + Reviews others' writing or presentations and provides feedback and coaching. + Adapts documents and presentations for the intended audience. + Communicates well downward, upward, and outward. **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. **Level Extensive Experience:** + Evaluates past decisions for insights to improve decision-making process. + Assesses and validates decision options and points and predicts their potential impact **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. **Level Working Knowledge:** + Alerts own team to problems in client satisfaction. + Works with clients to address critical issues and resolve major problems. **What will put you forward** + 5-7 years of industry related experience and or a related educational degree. + Experience in working with Cat Dealers in learning & development, service operations related roles. + Strong written and verbal communication skills to influence all levels of the organization as a key liaison. + Advanced skillset with Microsoft Office Suite: PowerPoint, Word, Excel, and PowerBI. + Strong ability to analyze and summarize data to provide predictive insights. + Ability to travel at least 25%. **Top candidates will also have:** + Team oriented. + Taking initiative and being self-directed. + Customer solutions driven. + Ability to work with people from different backgrounds and cultures. + Drive initiatives that are customer centric. **What we offer:** From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company. You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, it’s important to do work that matters. **About Caterpillar** 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. **Posting Dates:** Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .