Aftersales Account Manager

Career Area:

Sales

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.

What will Caterpillar do for you?

From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance and the growth opportunities you expect with a Fortune 100 company.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Caterpillar has an exciting opportunity for an Aftersales Account Manager in Lafayette, IN, Griffin, GA, or Dallas, TX.

The GAM Quality and Aftermarket Team is responsible for leading all efforts related to Quality, Commissioning, Aftermarket, and Product Support for Electric Power’s named data center accounts.  Our efforts enable us to achieve and maintain Caterpillar global data center market leadership.  Our team consists of a global team of specialists with responsibility to manage customer and dealer relationships on a global scale when related to quality, commissioning, aftermarket, and product support.

JOB OVERVIEW

·       Provide technical support from site delivery through final commissioning and turn over.

·       Manage product problem resolution - post commissioning – “First Response through Customer Lifecycle”

·       Ensure Assigned Customers have a “ Positive Experience ”

·       Significant Issue Management

·       Create action/resolution plan between:

·       Dealer / Solutions A&I / Core Genset A&I / Switchgear A&I / After-treatment A&I / DSN to resolve commissioning issues.

·       Direct/Advise dealer field resources in problem resolution.

·       Communicate resolution plans to customer/contractor.

·       Manage Issues in Customer Quality Portals

·       Develop and Maintain Internal Quality Portal to track and prioritize issues.

·       Ensure all issues are closed prior to project turnover.

What You Will Have:  

Customer Focus: Level Extensive Experience:

·       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.

Relationship Management: Level Extensive Experience:

·       Communicates to clients regarding expectations of all parties.

·       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.

Decision Making and Critical Thinking: Level Extensive Experience

·       Differentiates assumptions, perspectives, and historical frameworks.

·       Evaluates past decisions for insights to improve decision-making process.

·       Assesses and validates decision options and points and predicts their potential impact.

·       Advises others in analyzing and synthesizing relevant data and assessing alternatives.

·       Uses effective decision-making approaches such as consultative, command, or consensus.

·       Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Industry Knowledge: Level Working Knowledge:

·       Discusses industry-specific flagship products and services.

·       Demonstrates current knowledge of the regulatory environment for industry segment.

·       Currently works with a major industry segment and associated functions and features.

Must have a willingness to travel.  Typically 25-50% of time will be spent traveling.

 

What You Will Get

Our goal at Caterpillar is for you to have a rewarding career. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays.

#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:

April 19, 2024 - May 3, 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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