**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. Responsibilities + Defines problem in terms of observed symptoms, researches warranty and other relevant data & field investigation. Assist needed from regional technical rep. and dealers globally. + Defines scope and commercial impact of problems, write requests for CPI projects and other engineering changes. + Develops plans for fixing problem including validation, formulate product support programs and obtain approval. + Publishes and communicates corrective action via suite of publication options. + Drive execution of product support programs and monitors result after change. + Maintain CPI communications on a worldwide basis. + Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages. + Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes. + Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers. Degree Requirement Degree or equivalent experience desired 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. Level Working Knowledge: • Communicates the importance of customer needs/expectations and commits to resolving them. • Researches and verifies customer needs and expectations. • Solicits customer satisfaction feedback and acts on improvement opportunities. • 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 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. • Provides direct service to internal or external customers. • Documents customer complaints in a timely manner. 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 Working Knowledge: • Delivers helpful feedback that focuses on behaviors without offending the recipient. • Listens to feedback without defensiveness and uses it for own communication effectiveness. • Makes oral presentations and writes reports needed for own work. • Avoids technical jargon when inappropriate. • Looks for and considers non-verbal cues from individuals and groups. 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 Working Knowledge: • 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. Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Working Knowledge: • Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues. • Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components. • Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services. • Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence. • Helps others solve technical or procedural problems or issues. **Posting Dates:** December 16, 2024 - December 25, 2024 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .