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.

Role Definition

As a Product Parts and Service Consultant for Wheel tractor Scrapers in Caterpillar's Resource Industries division. In this role you will support dealers with Aftermarket Parts and Machine Service inquiries This position is located in Decatur, IL facility.

Responsibilities

DSN (Dealer Solution Network) Tier 2 coverage for the Wheel Tractor Scraper product groupPart Analyst for the Wheel Tractor Scraper product groupDSN will cover both part and service questions from the dealer networkOwn Parts stocking requirements for the product groupDrive the required parts stocking levels to the proper parts depots used by dealer networkReview parts team delivery performance metricsProduct group Point of contact for Part teamPart serviceability review – keep the right parts serviceableAssist with service literature updates as questions arise

Top Candidate Will Have:

Ability to review large data sets to determine trends and areas of needExperience with Excel, Minitab and Power BiPrevious experience working with Cat dealers and customersLean knowledgeBachelor’s degree or technician apprenticeship / diploma or equivalent experience

What Skills You Will Have

Customer Focus:
• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

Data Gathering & Analysis:
• 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:
• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

Problem Solving:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.
 

Relationship Management:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

Additional Information:

The primary location for this position is Decatur, IL

Domestic relocation assistance is available

Travel up to 5%

Visa sponsorship is not available

Summary Pay Range:

$95,640.00 - $143,520.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

Medical, dental, and vision benefits*

Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

401(k) savings plans*

Health Savings Account (HSA)*

Flexible Spending Accounts (FSAs)*

Health Lifestyle Programs*

Employee Assistance Program*

Voluntary Benefits and Employee Discounts*

Career Development*

Incentive bonus*

Disability benefits

Life Insurance

Parental leave

Adoption benefits

Tuition Reimbursement

       

* These benefits also apply to part-time employees

Posting Dates:

February 26, 2025 - March 11, 2025

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.

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