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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream from procurement to design and manufacturing to distribution. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, segment Procurement and the design and manufacture of Wear Components (Undercarriage and GET) and Maintenance Components (Seals, Tubes & Hardware, Hose & Couplings, Fluids and Filters). 

As the Senior Parts & Service Consultant you will work to grow the fluids and filters business, engaging directly with dealers and customers to sell the value.  You will be responsible for engaging with dealers to enact best practices and provide direct training for the sales teams.  Providing additional technical expertise will drive increased sales as we prove success to customers using Cat Fluid & Filters.

Additional Information:

• Location:  Mossville, IL (United States)
• Required Travel:  70% (Domestic/International)
• Relocation Assistance Offered:  None
• Our team embraces flexibility through a hybrid work model.  In addition to working onsite at one of our facilities, our hybrid work model allows employees the flexibility to work from home based on business need.

What You Will Do:

• Conduct customer field trials to drive incremental sales of Fluids & Filters.
• Manage sales funnel opportunities and priorities across the enterprise.
• Encourage dealer best practices to support growth.
• Engage sales verticals in customer opportunities to drive more focus.
• Train dealer PSSR’s and support ramp-up of new dealer Fluid & Filter specialists.
• Other duties as assigned by Caterpillar management from time-to-time.

What You Have (Basic Requirements):

• Customer Focus:  Knowledge of the buying criteria and critical customer requirements that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  • Facilitates creation of the 'right' products and services to resolve customer business issues.
  • Fosters strong customer and business partner relationships via delivery on commitments, open communication, and on-going feedback/improvement.
  • Advises on creating customer focused solution on areas of lost opportunity to support Service Growth Strategy.
  • Anticipates customer and dealer needs, focusing efforts to proactively meet needs and exceed 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.
  • 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.
  • Explains the requirements, deliverables, costs, and criticalities of the assignment.
  • Participates in developing consulting opportunities or assignments.
  • Uses formal and informal means to keep client informed on progress and issues.
  • Carries out the agreed-upon consulting assignment in a professional manner.
  • Documents client's objectives and project scope.
• 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.
• Influencing:  Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• 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.
• Relationship Management:  Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  • 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.
• 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.
  • Implements the group's go-to-market strategy.
  • Raises awareness of potential strategic alliances and partnerships.
  • Explains elements of the strategy to others and encourages questions.
  • Monitors marketplace trends, opportunities, and vulnerabilities; reports findings.
  • Makes sound recommendations when faced with complex and contradictory alternatives.

What Will Set You Apart (Preferred Qualifications):

• Bachelor’s degree, or equivalent years of experience in Marketing/Product Support experience.
• Previous experience working with Fluids & Filters, and SOS fluid analysis.
• Technical understanding of system functionality in engines and machine powertrain, failure modes, and site optimization.
• Strong knowledge of the Caterpillar network to engage and quickly resolve customer questions and issues.
• Ability to review and understand SOS details to prove the value of Cat Fluids & Filters while leading customer trials.
• Ability to work flexible hours for global support as needed.
• Innovative with solutions to solve problems.
• Previous experience operating in a Dealer/Customer facing role(s).

What You Will Get:

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition.  Learn more about the Caterpillar Experience.  The total rewards package, beyond based salary includes:

• Annual Incentive Bonus Plan*
• Medical, Dental, and Vision coverage starting Day 1
• Paid Time Off Plan (Vacation, Holiday, Volunteer, etc.)
• 401(k) Savings Plan including Company match.
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Short and long-term disability coverage
• Life Insurance
• Parental Leave
• Employee Assistance Programs
• Voluntary Benefits and Employee Discounts
• Career Development

*Subject to annual eligibility an incentive plan guideline

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.

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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:

August 16, 2024 - August 28, 2024

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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