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.

Functional duties, decision-making and responsibility

• 1. Team Management
  Managing the Manager Customer Service and ownership for commercial and technical operations of service team in the region, to meet overall Service Strategic Targets. Motivate service team to achieve team goals and assure efficient correspondence with customers and MWM/CES internal. Forecasting, reporting and permanent information to management and controlling.
• 2. Team Development
  Keep an overview about team member talents, determine employee gaps, provide coaching and discover training needs. Have constant communication with team and encourage mutual feedback and resolve issues and conflicts. Responsibility for long-term overall headcount and resources planning.
• 3. Resources Management
  Set the right priorities to ensure planning quality. Planning and execution of necessary business trip to headquarter Mannheim, Service Centers and suppliers. Delegate tasks and set reachable deadlines in service team and oversee service quality and execution of service operations.
• 4. Technical, Warranty and Goodwill Management
  Represent company in front of the customer in complex and critical warranty claims and escalate internally when needed. Responsible for goodwill approvals according to the approval matrix.
• 5. EHS Culture
  Develop EHS guidelines together with EHS team, drive EHS Culture and improve EHS safety risks within the organisation. Proactively participate in EHS meetings and support Manager Customer Service for critical EHS issues in facilities or on customer sites.
• 6. Financial Management
  Responsibility for regional revenue-, investment planning, budget planning and cost- and margin control. Main driver to reach the revenue targets in Service organization.
• 7. Customer and Supplier Relationship
  Proactive organize customer visits to maintain and strengthen customer relation on regular basis. Maintain regular contacts with Key Customers, market players, suppliers and official organizations. Planning and execution of necessary business trip to customers and channels. Support sales department in exhibitions and marketing activities.
• 8. Forecast / Planning
  Set clear team goals together with management and regular monitor revenue, budget and margin to achieve defined goals.
• 9. Compliance
  Driving process discipline and respect business rules according to internal guidelines.
• 10. Service Sales
  Proactive support sales team in researching opportunities, identify market needs and propose Service solutions. This role includes the discount approvals according to approval process. Develop new service products in collaboration with Business development team.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

Not ready to apply? Join our Talent Community.