**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 Assists with product problem management within an assigned territory or industry; Maximizes Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements thru appropriate and timely use of resources including Goodwill. Responsibilities • Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process. • Building dealer's technical capabilities to identify and repair product deficiencies. • Providing technical guidance and counseling dealers on presentations designed to inform customers of service advantages. Mentoring team members on communication, problem solving and sharing technical expertise. • 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 Extensive Experience: • 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. • Advises others on creating customer focused environments in various scenarios. • Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. • Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. • Communicates and models the criticality of customer focus as an organizational strategy. 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: • Anticipates customers' needs and satisfies them proactively. • Resolves complex customer complaints or problems. • Teaches others how to deliver excellent customer service in a variety of settings. • Applies the concept of 'Moments of Truth' to customer service. • 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. 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 Extensive Experience: • Analyzes and fully documents client requirements. • Applies experience to developing and executing multiple consulting assignments. • Works with client to identify alternative solutions and associated pro's and con's. • Prepares proposals and presentations for a consulting opportunity. • Manages all aspects and phases of a consulting relationship. • Monitors consulting assignments versus expectations. 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 Expert: • 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. Level Expert: • 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. Level Extensive Experience: • Communicates to clients regarding expectations of all parties. • Participates in negotiating the terms of the business relationship. • Conducts periodic reviews of work effort, progress, issues, and successes. • Maintains productive, long-term relationships with clients or vendors. • Creates opportunities to educate support teams on client priorities. • Empowers others to establish collaborative, healthy relationships. Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Level Extensive Experience: • Advises others on the assessment and provision of all technical solutions. • Engages appropriate subject matter resources to effectively resolve technical issues. • Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. • Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. • Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. • Assumes accountability for personal technical performance and holds others responsible for theirs. Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives. Level Working Knowledge: • Provides input for Gantt or PERT charts or their equivalent to track project progress and status. • Under guidance, plans and estimates simple projects. • Assists in detailed project plans including cost, schedule, and resource requirements. • Obtains information from stakeholders during the planning stage of a project. • Produces standard project status reports. This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act. **Posting Dates:** January 24, 2025 - February 7, 2025 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .