Service Capability Specialist
Caterpillar

Job Info

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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.

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.

Caterpillar's Industrial Power Systems Division has an opening for a Service Capability Specialist in Mossville, IL or Seguin, TX.

About IPSD

Caterpillar's Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L Cat® and Perkins engines that power over 5000 applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar's company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future.

What You Will Do:

• Provides second level of support for operational processes and technology solutions.
  
• Coordinating program initiatives across the organization.
  
• Managing appropriate projects. Setting deadlines, assigning responsibilities, and monitoring and summarizing progress of project.
  

Additional Info :

The Services Capability Specialist position sits within the Service and Customer Support (SC&S) department of IPSD and will be focused on the Perkins service network performance and growth objectives. This is a global role that will work closely with our product support teams and distribution partners to grow Service Capability. This role will be key to developing the service capability within our distributor network.

What You Will Do:

• Act as the main point of contact for our Americas region in relation to the service pillar of our distributor excellence program.
  
• Work collaboratively across multiple teams to continue to develop our service offerings, set deadlines, assign responsibilities, and monitor and summarize project progress.
  
• Management and cascade of the communication plan, including ownership of internal governance, employee communication and collaboration with support functions.
  
• Prepare high quality presentation materials to communicate the strategy and its implementation to stakeholders at all levels of the organization
  
• Leading daily operations of representatives optimizing distributor performance.
  
• Utilizing excellent, in-depth knowledge of organizational products and programs to educate customers and team members within the department.
  
• Cultivating and maintaining ongoing customer relationships.
  
• Support the measurement of distributor performance and support the development of improvement action plans and gap resolution initiatives to support parts & service operational excellence.
  
• Identifying issues and determining appropriate course of action for effective resolution.
  
• Processing results from analysis of technical data
  

What You 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.
  

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.
  

Collaborating:

• Demonstrates experience engendering collaborative processes that lead to problem solving and the achievement of business goals.
  
• Establishes shared goals to foster collaboration.
  
• Ensures that everyone can access the same data and provide input into how business is conducted.
  

Decision Making and Critical Thinking:

• Assesses and validates decision options and points and predicts their potential impact.
  
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
  

Effective Communications:

• 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.
  

Problem Solving:

• 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:

• Creates opportunities to educate support teams on client priorities.
  
• Empowers others to establish collaborative, healthy relationships.
  

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 a salary because we value your performance, we offer a total rewards package that provides day-one benefits:

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. Identity Theft Protection)

• Global project leadership experience.
  
• Caterpillar Dealer/ Perkins Distributor facing project experience.
  
• Experience of leading Enterprise initiatives to drive services growth.
  
• Change management experience.
  
• Exposure to and interaction with all levels of management
  
• Opportunity to present to large audiences.
  

Flexible working arrangements will be considered for this role, in-line with the needs of the business.

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.

No relocation assistance.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting. #LI-Hybrid
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:
May 2, 2024 - May 15, 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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