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.

As a Senior Parts and Service Marketing Consultant, you will lead the development and deployment of the Service Data and Predictive Analytics Strategy to drive accurate service data and optimal customer economics for the Resource Industry (RI).

This role is key for the development and deployment of Service Data solutions that will deliver optimal lifecycle cost based on specific applications. This will include collecting Voice of Customer (VOC), Prime Product New Product Introduction (NPI) support, and feedback loop to product owners to report deviations and drive continuous improvement. Incumbent must be able to develop and deploy Lean and scalable solutions, ensuring customers have the right repair available at the right time to reduce cost and downtime. Proven leadership in the innovation of new or improved ideas/processes is key to this role, along with the execution of the solutions to successful implementation.

What you will do:

• Serve as the primary consultant and subject matter expert on component life and other elements of service data.

• Process development and implementation of serial number/fleet-specific service data based on demonstrated life, application severity, maintenance practices, and environmental conditions into service data files for all Resource Industry (RI) products.

• Predictive Analytics based process development to identify and validate various service data elements for planned component replacement, and maintenance intervals based on multiple data sources.

• Establishing the format and process for communication, consumption, and utilization of actual component life to report deviations and drive continuous improvement to process partners.

• Lead development and validation of analytical models, dashboards, and productivity modules in collaboration with the Cat Digital team.

What skills you will have:

Service Excellence:  Extensive experience in engineering or product support and data analytics. 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.

Customer Focus: Demonstrated project management skills, attention to detail, demonstrated follow-through, and ability to complete tasks with precision. Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.

Consulting: Extensive knowledge of business concepts, tools, and processes essential for sound decision-making, with the ability to apply this knowledge effectively in diverse situations.

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. Ability to work effectively with both technical and non-technical stakeholders to deliver analysis and insights.

Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization. Team lead qualities and capabilities, which include strong prioritization skills and a desire to lead, coach, and guide.

Problem Solving: Knowledge of approaches, tools, and techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem-solving appropriately to diverse situations.

Relationship Management: The cross-enterprise collaboration will be key to the success of this role with key interactions with Dealers, Site Performance Managers, product and component teams, Cat Digital team, corporate service data process owners as well as others. Must have the ability to collaborate with people from diverse backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences.

Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization. Strong analytical skills.

Top Candidates Will Also Have:

Broad business background, specific long-term product, or industry knowledge.

Prior machine, component, or parts product group experience.

Prior experience in Aftermarket services development or sales execution processes and tools.

Previous 6 Sigma Black Belt or project management experience.

Power Bi and Snowflake-interaction capabilities is a plus.

Additional information:

The location for this position is Tucson, AZ, or Peoria, IL.

This position will require 10 – 25% travel.

Summary Pay Range:

$123,480.00 - $185,280.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Annual incentive bonus plan*

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

*Subject to annual eligibility and incentive plan guidelines.

Relocation is available for this position.

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

December 11, 2024 - January 5, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.     

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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