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Product SupportJob 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 Impact Shapes the World at Caterpillar Inc.
When you join Caterpillar, you are 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.
It’s More Than a Job, it’s a Career - YouTube
Why you want the job and why it’s awesome!
Condition Monitoring (CM) is a revolutionary program to ensure the long-term health of Caterpillar machines. Our team regularly collects and analyzes data related to equipment and, through careful interpretation of this data, can determine the health machines and perform troubleshooting where necessary.
The Product Support Manager is responsible for the supervision of a team of Caterpillar CS&S Condition Monitoring Advisors (CMAs) to aggregate, correlate, and create Caterpillar customer and dealer recommendations using the 5 elements of Condition Monitoring: fluid analysis, equipment inspections, electronic data, repair history, and site conditions. Condition Monitoring provides critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs. These recommendations will enhance customer loyalty, increase enterprise market share, and grow parts and service sales while reducing customer costs through equipment management efficiency. This is a working supervisory role and the incumbent will be responsible for monitoring CAT assets and providing CM recommendations.
What you will do:
Aggregate and correlate the five elements of Condition Monitoring, where all are available.
Maintains working knowledge for each of the Condition Monitoring five elements.
Monitors up to 200 PL-assets OR 70 VIMS-assets OR a combination of both.
Provides equipment recommendations to Caterpillar dealers and customers.
Uses enabling software tools & systems to prioritize and analyze Condition Monitoring data inputs.
Extracts or is provided data from the appropriate business systems including customer, dealer, and contractor sources.
Identify and apply the use of analytics to promote uptime, serve the needs of the customer, and accelerate issue identification.
Prepares standard written reports of recommendations for customers and their Caterpillar dealers on a monthly basis.
Facilitates ongoing customer meetings with Caterpillar dealers, product groups, JSS, and others as needed.
Communicates verbal recommendations as required to customers and their Caterpillar dealers.
Builds collaborative relationships & acts as a consultant with equipment management personnel.
Recruits, retains, and mentors talent on their team while driving collaboration among the global fleet monitoring teams.
Determining service level standards for customer service requests for product lines.
Answering technical questions for complex issues and procedures or handling technical problems with customers' products.
Prioritize and implement product improvements related to customer issues and manage cost impact.
Implementing service strategies for a given product to improve its repairability and maintenance.
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
What Skills you will have:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions. Knowledge of Large Mining Truck powertrains.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Demonstrated analytical model development.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Consulting: Product Support knowledge or experience providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Effective Communications: Understanding of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational, or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Extensive knowledge of Condition Monitoring; ability to develop and provide solutions to significant technical challenges.
Top Candidates will also have:
Written and verbal Spanish language capability.
Ability to manage 3-6 direct report Condition Monitoring Advisors.
Previous interaction with Caterpillar Dealer Condition Monitoring team operations.
Previous roles in engineering/machine testing roles
Additional Information:
The primary location for this position is Tucson, AZ.
Domestic relocation assistance is not available.
This position may require 10 % travel.
Sponsorship is not available.
This posting will close at midnight on April 18th, 2024.
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.
For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media
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 9, 2024 - April 18, 2024Any 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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