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.

The Technical Information Solutions (TIS) team within Global Service, Americas Distribution & Service Division (ADSD) creates and delivers technical parts and service information accessible via SIS and SIS2GO critical for the repair and service of Caterpillar products. Over 300,000 dealer and customer users depend on the information created, managed, and delivered by this team to identify and order Cat parts.

Job Summary:

In TIS, the Service Information Manager supervises a large team and facilitates the creation & maintenance of service information in support of New Product Introduction & Continuous Process Improvement projects and strategic goals; driving operational results, improving process efficiency; addressing people issues, and supporting professional growth to build an engaging work climate with a high sense of urgency towards business success

What You Will Do:

• Manage resources for the creation and maintenance of Guided Troubleshooting Content, its strategies, and tools/ technologies

• Facilitate execution of detail-level work plans & schedules, monitoring progress, and addressing challenges or delays

• Provide day-to-day guidance, coaching, and developing a passionate team of customer-focused professionals, respected for results, and driven by our Values in Action

• Create & maintain an organizational climate/culture that encourages innovation, collaboration, excitement/commitment, and a sense of urgency toward business success.

• Develop global collaborative relationships across the Service Information Division, Product Groups, Dealers, and other cross-functional groups to ensure operational goals are accomplished.

• Lead operational & strategy projects by involving and integrating key stakeholders to ensure project success that results in greater process efficiency and increased value to customers and dealers.

What you will have:

• Technical Leadership: Provides leadership in Troubleshooting Information, developing product learning culture for team members, defining strategies for Guided Troubleshooting, understanding dealer requirements, and ensuring content accuracy & availability.

• People Leadership: Provides leadership, day-to-day guidance, coaching, development, and support to employees. Address people issues and strive to build an engaging climate that encourages teamwork, commitment, employee growth, and a sense of urgency toward business success.

• Project Leadership: Leads operational & strategy projects. Drives accountability to deliver accurate and complete service information. High focus on Continuous Improvement and Process efficiency, and thereby increasing the value of the technical information provided to dealers and customers.

• Global Collaboration: Collaborates across ADSD, with Caterpillar Product & Engineering Groups, and with Dealers to optimize the customer value of technical information. Demonstrates a good understanding of cultural differences and works with all stakeholders to address critical issues and resolve major problems.

• Effective Communication: Good Listening skills. Delivers constructive feedback that focuses on behaviours without offending the recipient. Leads meetings and teams effectively, building strong relationships with internal and global teams.

• Decision Making: Use of data and facts to define the business problem at hand and apply lean principles to derive solutions impacting the product, dealer, and customer.

BACKGROUND/ EXPERIENCE:

• Bachelor's level degree and 6-10 years of progressive work experience in Product Support, Dealer/Customer Operations, Engineering or Manufacturing

• Experience in managing machine/engine Troubleshooting information of Cat Equipment

• Demonstrated skills in people development, process improvement, and collaboration.

• Excellent project management and communications skills

• Strong initiative, self-driven, and able to work at a fast pace

• Excellent team player

• Ability to build strong relationships with stakeholders and process partners.

• 6 Sigma BB experience

• Knowledge of TIS processes

Additional Information:

• This position is in Chennai, India

• Must be able to travel up to 10% (includes some international travel)

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of India which can be found through our employment website at www.caterpillar.com/careers.

What You Will Get:

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 wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance (prorated based upon hire date).

Final Details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

    

If you are interested in joining our team, please apply using an English version of your CV. We look forward to meeting you!

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.

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:

October 9, 2024 - October 16, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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