Product Support Operations Rep
Caterpillar

Job Info

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Career Area:
Marketing / Sales / Product Support
Job Description:

At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright, and driven individuals, we wouldn't be the Caterpillar we are today. Now, this is your chance to join our team and do work those matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic individual to join our Americas Distribution Services Division as a Product Support Operations Representative.

Our Americas Distribution Services Division (ADSD)provides governance and administrationof Cat® dealers acrossthe U.S., Canada and Latin America.

The Product Support Operations Representative (PSOR) is responsible for contributing to the Caterpillar and dealer business plan and the enterprise target of doubling services growth. The focus for the PSOR is on increasing parts and service profitability, building effective product support capabilities and efficiencies, and supporting the creation and execution of initiatives that deliver customer satisfaction. This is a senior service operations focused field-based assignment and generally involves working with larger dealers and more complex issues. The individual performs complex analysis work, identifies, and resolves problems that are less tactical and more strategic in nature.

Job duties include, but are not limited to the following:

• Ensure dealers deliver on the best Customer Experience and enable Services Growth by focusing on continuous improvement of the following areas:
  • Lead Service and Parts Operational Excellence Programs, ensure deployment, develop improvement action plans, set targets, and lead governance
    
  • Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience
    
  • Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center(CRC), Safety, Repair Options
    
  • Continuously improve service operations with high customer experience such as CVA Accuracy, Work in Progress (WIP), PIP Letters, etc
    
  • Lead Parts Operations improvements ensuring optimum customer availability measured by OTIL and OTIF
    
  • Implement parts planning process with dealers, complete warehouse assessment action plan and increase planning through CPRO/FDO
    
  • Develop and govern execution of the Dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps)
    
  • Develop and govern Cap & Cap hard assets plan, ensuring dealers have the ideal tooling and assets in place to deliver on growth commitments
    
• Lastly, lead key Caterpillar strategic initiatives such as:
  • Deploy and support new Caterpillar initiatives (SIS2.0, SIS2GO, remote Services, SOC, PCC/Cat Central, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience
    
  • Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.
    

Basic Qualifications:

• Bachelor's degree, preferably in Business, Marketing/Marketing Communications or Engineering
  
• 5+ years of previous work experience in the field, consultant or dealer development roles
  
• Must be willing to travel up to 50% of working time (domestic travel)
  

Top Candidates will also have:

• Experience communicating with internal and external customers at various levels in the organization
  
• Ability to quickly build trust with Cat dealers and internal teams
  
• Experience developing improvement plans and executing for success
  
• Experience working across the matrix or with a broad range of groups to deliver results
  
• Experience executing complex assignments
  
• 4DX/LEAN/Six Sigma certification
  

Additional Information:

• This position may require up to 50% travel
  
• Located in Minneapolis, MN
  
• Relocation assistance is available for this position
  
• This posting will expire at 11:59pm CST on Tuesday, June 6th.
  

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

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

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This job has expired.