Career Area:
Product SupportJob 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.
CATERPILLAR REMANUFACTURING
Do you have a passion for helping customers and supporting a sustainable solution? Since 1973, Cat Reman has helped bring the value at the core of every Cat product back to life. Customers look to us to provide a high-quality solution that is good for their business - and promotes sustainability. It's important to us to deliver. Our team is full of industry leaders. Together, following common values, we share a passion for delivering sustainability benefits that help the company contribute to a circular economy. It’s rewarding work, with an inspiring team, where every contribution matters.
About the role:
Our Caterpillar Remanufacturing Division currently has an opening for a Product Service Specialist position in Mossville, Illinois. The Product Service Specialist supports the Reman Technical Helpline. In this role, you will answer global Caterpillar dealer inquires submitted via a toll-free customer service hotline, email or web request form. Caterpillar dealers submit 30-50 inquires per day typically seeking assistance identifying Cat Reman parts (engines, engine components, drivetrains, electronics and hydraulics) for their application. Part sales depend on timely and accurate responses from this role. In addition to the Helpline, this role coordinates publishing Reman Service Literature, and answers dealer Reman SIS questions submitted to the DSN.
Job responsibilities will Include but are not limited to:
Worldwide accountability for timely and accurate resolution of global dealer inquires submitted to the Reman Technical HelplineLog inquires in Salesforce for future reference and to track Helpline performance metrics.Understand Reman products and processes in order to support Cat dealersSkill 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.Level Basic Understanding: Focuses activities on developing and maintaining positive customer relationships.Explains why customer satisfaction is important to successful product/service delivery.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 Working Knowledge: Provides a quality of service that customers describe as excellent.Resolves common customer problems.Responds to unexpected customer requests with a sense of urgency and positive action.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.
Level Basic Understanding: Speaks/writes using correct language, mechanics, and gestures.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.
Level Basic Understanding: Describes problem reporting and escalation practices.Utilizes accepted procedures for problem analysis and resolution.Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Basic Understanding: Uses a structured approach in analyzing and resolving technical problems.Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.
Top Candidates Will Have:
Experience with engineering, diesel mechanics or engine assembly / testing.Ability to read engineering prints.Working knowledge of engines and engine components.Working knowledge of Saleforce.com applications.Additional Information:
The location for this position is in Mossville, Illinois. Relocation assistance is available for this position.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 an hourly wage because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of annual bonuses.
Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).
Please ensure you frequently sign in to your candidate home for any updates or correspondence for positions that you have applied for. https://cat.wd5.myworkdayjobs.com/CaterpillarCareers.
Keep a frequent check on emails as correspondence will be sent to the email that you used to apply with.
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
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Posting Dates:
October 2, 2024 - October 16, 2024Any 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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