Career Area:

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. Responsible to drive key initiatives and engage others to deliver solutions to customers. This person will also be responsible for carrying out Electric Power Gas product support development initiatives in partnership with internal organizations and dealers in their territory.

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. Ensure dealers have the capability and capacity to troubleshoot and service all Electric Power Gas products they sell.

•            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. Facilitating factory technical assistance to dealers as required.

•            Working with Electric Power Gas Sales, Aftermarket, and Dealer Services Division (DSD) field reps in support of mutual goals and initiatives, such as CVA growth and increasing the number of generator sets utilizing Cat Connect.

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.

•            Knowledge of failure analysis, troubleshooting, and after failure repair.

•            Self-learning from service manual; be familiar with SIS, TMI is preferred. Good teamwork spirit and innovative spirit.

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.

•            English skills: workable in reading, listening, writing and speaking.

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.

•            Ability to effectively communicate with customer and team about field issue and other concerns.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:

•            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 of genset field issues.

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.

•            Provides examples or case studies demonstrating technical excellence in actual business scenarios.

•            Pursues, prepares for and assumes new technical assignments and challenges.

•            Knowledge of Gas engine and Genset troubleshooting skill is preferred.

Additional information: up to 50% travel requirement. CME nor ISE is unavailable.

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).

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