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.

Role Definition
Develops and delivers training modules and courses for dealers and customer facing employees to maintain and improve their job skills. 

Responsibilities
•    Developing and delivering training modules, courses and programs; ensuring that courses and materials are relevant to the organization's customer service processes.
•    Gathering customer service performance data to measure success of the training programs; monitoring ROIs and taking appropriate measures to improve training effectiveness.
•    Reviewing and maintaining training materials to ensure compliance with organizational policies and procedures.
•    Analyzing new training methods, tools and content options to determine the feasibility of use and application in future customer service training programs.

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.

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.
 Level Working Knowledge: 
•    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.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
 Level Working Knowledge: 
•    Applies an assigned technique for critical thinking in a decision-making process.
•    Identifies, obtains, and organizes relevant data and ideas.
•    Participates in documenting data, ideas, players, stakeholders, and processes.
•    Recognizes, clarifies, and prioritizes concerns.
•    Assists in assessing risks, benefits and consideration of alternatives.

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.

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.

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.

Training and Development
Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.
 Level Working Knowledge: 
•    Assesses customer feedback to better adjust to market demands.
•    Implements day-to-day training activities within the organization.
•    Follows relevant practices and procedures for the delivery of training services.
•    Monitors and interprets standards and management reports on training activities.
•    Records all training data and transactions in Human Resources Information Systems (HRIS)

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.

Posting Dates:

September 26, 2024 - October 10, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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