Caterpillar

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

Formulate and execute strategies to enhance network capability ensuring exceptional customer experience and fostering services growth.

What You Will Do:

• Network Enhancement: Implement distributor excellence programs and conduct rigorous service capability assessments.
• Service Revenue Growth: Collaborate with the distribution service network to increase services revenue and parts sales through service.
• Service Agreements: Expand Perkins Hypercare agreements within the distribution network to ensure flawless service delivery.
• Warranty Management: Grow Perkins Platinum Protection i.e. extended coverage offerings working with direct and distributor accounts.
• Collaboration: Work with global peers and cross-functional teams to ensure global product support readiness for key projects and installations.
• Network Training: Ensure delivery of network technician training in collaboration with the Perkins training team.
• Customer Loyalty: Implement Perkins Net Loyalty Score (NLS) survey to enhance customer loyalty. Analyse the NLS results and generate actions to address any gaps.
• Business Planning Support: Understand distributor service business planning processes and extend support to win service business opportunities.
• Service Marketing: Develop and implement service marketing activities in collaboration with internal and external teams.
• Liaison Role: Liaise among distributors, customers, and other Caterpillar/Perkins personnel and divisions.
• Process Familiarity: Be familiar with company processes, systems, and methodologies to deliver on the departmental strategic goals.
• Problem Resolution: Identify, analyze, and resolve business problems in assigned disciplines/territories.

What Skills You Will Have:

Customer Focus:

• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• 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.

Service Excellence:

• Teaches others how to deliver excellent customer service in a variety of settings.
• 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.

Collaborating:

• Demonstrates experience engendering collaborative processes that lead to problem solving and the achievement of business goals.
• Deemphasizes divides; focuses on collaboration across generations, functions, regions, and levels.
• Implements methods for people to come together on the fly to make decisions, solve problems, and develop products/services.

Consulting:

• Applies experience to developing and executing multiple consulting assignments.
• Works with client to identify alternative solutions and associated pros and cons.
• Manages all aspects and phases of a consulting relationship.

Decision Making and Critical Thinking:

• 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:

• Delivers helpful feedback that focuses on behaviours 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.
• Looks for and considers non-verbal cues from individuals and groups.

Relationship Management:

• 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.

Required Qualifications:

• College Degree or equivalent experience (10-15 years of relevant experience)
• Proven experience in customer facing role specially in service network management.
• In-depth knowledge of industry trends and technology changes.

Desired Qualifications:

• Top candidates will also have MBA.

Additional Information:

• Up to 40% Travel, Relocation (if needed)

This position requires working onsite five days a week.

Relocation is available for this position.

Posting Dates:

June 30, 2025 - July 6, 2025

Caterpillar is an Equal Opportunity Employer.

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