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
• Manages resources and budget for development of parts and service information, data, and/or technologies, such as SOC Service Data, Repair Option kit, alternative solution for discontinued parts, expanded aftermarket offerings, parts information update, RPL(Recommended Parts List) accuracy, and parts information guidelines.
• Develops detail-level work plans, schedules, estimates, resource, and budget requirements. Monitors progress, conducts status meetings, and addresses challenges or delays.
• Initiate and lead aftermarket growth projects based on VOD/VOC, such as Aftermarket in NPI, and Unmet Customer Needs. Facilitates execution of project plans, goals, content, media, tools and teams across various types of parts and service information, data, and/or technologies.
• Provides day-to-day guidance, coaching, development and support to technical staff.

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' aftermarket products and services to resolve customer business issues.

• Identify the opportunities and VOC from parts service inquiries in a timely manner.

• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Working Knowledge:
• Follows proper data gathering and analysis processes and policies.

• Utilizes basic marketing data analysis methods and tools in aftermarket business.
• Reports problems that arise in the data collection process.

Service Excellence: Knowledge of aftermarket service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent aftermarket lifecycle in a direct or indirect manner.
Level Working Knowledge:
• Provides a quality of aftermarket lifecycle solution that customers describe as excellent.
• Responds to unexpected customer requests with a sense of urgency and positive action.

• Provides technical or business guidance to clients, both internal and external.

Effective Communication and Language
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.
• Explains the requirements, deliverables, costs, and criticalities of the assignment.

Language: Proficient in English speaking. Be able to have meeting with global dealers and clients.

Others:

Experience in aftermarket business and service marketing are preferred.
 

Posting Dates:

October 17, 2024 - October 30, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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