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.

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure.  Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs.  Join us.

Introduction:

Caterpillar Trimble Control Technologies (CTCT) is a joint venture between Caterpillar Inc. and Trimble Inc. This division develops positioning, control and automation products for earthmoving, excavation, paving, and building construction machines in the construction and mining industries, using technologies such as GNSS, inertial, optical total stations, lasers, and sonics. The products are used in a range of applications where the operator of the machine benefits from having accurate horizontal and vertical guidance and control.

Job Summary:

CTCT currently has a job opening for the Supportability Lead position. In this role, the incumbent will own the CTCT supportability vision, focusing on the 5 strategic imperatives: risk identification and mitigation, right information to right persona, troubleshooting documentation and training, improved data collection methods, service and support tools, and monitoring, reviewing, and updating progress towards the adoption of strategic imperatives. In addition, collaboration with the Grade Control Application and Product teams aligning supportability goals with new development.

What You Will Do:

Supportability Expertise

• Understanding of the supportability opportunity and product shortcomings today
• Lead definition of Milestones
• Outlining work with focus on the strategic imperatives
• Collaborate on Risk Identification and Mitigation
• Defining the correct persona to drive the right information
• Drive effort on documentation and training
• Drive focus on support tools

Engagement and Collaboration

• Assisting product teams with commonality and alignment
• Provide specialist services, skills or knowledge (standards and guidelines) to help or facilitate the work of other teams

Change Management

• Work with teams to establish expectations
• Act as supportability SME to assist and guide team
• Assist with understanding the problems/risks and lead discussion on potential solutions

Metrics and Parent Alignment

• Establish Metrics - proactive and reactive - to track progress
• Collaborate to implement standardized T5 reporting of progress
• Work with Product support and External V&V to align on categorization of supportability shortcomings
• Updates to parents - Cat and Trimble - to ensure alignment and awareness
• Quarterly report outs of progress
• Align to specific parent supportability initiatives

Serve the Organization

• Act as a servant leader and effect change through influence and inspiration
• Collaborate with Parents, Product Leads, Product Managers, Verification and Validation, Design and Technical Leads, Product Support, to build consensus and resolve blockers
• Perform additional tasks as required from time to time.
• Constantly work to improve and develop both communication, leadership and people skills

Education Requirement:

4-year technical degree

What Skills You Will Have:

Customer Focus:
• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer 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.

Data Gathering & Analysis:
• Advises on advanced data gathering and analysis methodologies and technologies.
• Oversees data gathering and analysis activities within the organization.
• Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
• Implements procedures and policies within a data processing function.
• Teaches others how to improve the validity and reliability of data used in various analyses.
• Evaluates best practices of data gathering and analysis within the industry.

Service Excellence:
• 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:
• 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:
• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

Problem Solving:
• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Relationship Management:
• 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.

Technical Excellence:
• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
• Assumes accountability for personal technical performance and holds others responsible for theirs.

Top Candidates will also have:

• Experience with construction industry end users, dealers and OEMs
• Inclusive attitude and experience working closely with design and engineering teams
• Black belt or experience leading teams for digital products
• Experience with global product and teams
• Experience translating group needs into strategies
• Agile design and software development practices, techniques, and methods

Additional Information

The locations for this position are Mossville, IL & Dayton, OH.

Domestic relocation assistance is available for this position.

This position may require up to 25% travel.

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:

• Competitive Base Salary
• 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)
• Short and long-term disability coverage
• Life Insurance
• Paid parental leave
• Healthy Lifestyle Programs
• Employee Assistance Programs
• Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

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.

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.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

#LI

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:

October 4, 2024 - October 18, 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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