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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.
We are building the future.
Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.
Caterpillar’s Electrification & Energy Solutions (E&ES) Division will focus on delivering advanced electrified power train, zero-emissions products/technologies, and the solutions and services associated with these technologies. Focus areas include batteries, fuel cells, motors, inverters, micro grid controllers, charging, energy storage systems, lifecycle solutions/services and integration of components for ePowertrain solutions across industries.
We are looking for top talent to build and scale the next generation of technologies, products, and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent, and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building.
Join us!
Job Summary:
As a Senior Parts and Service Marketing Consultant responsible for New Product Introduction [NPI], you will serve as the subject matter expert specifically responsible for the development and application of aftermarket and/or lifecycle initiatives and guidelines to drive profitable parts and services revenue for E&ES eDrive componentry. Your assignments/projects will be complex and strategic in nature. Leadership skills and the ability to sell ideas are to be fully developed. As an individual performer or as the project leader of a generally small group/task force of technical or marketing people, you must have developed a reputation as an expert. Proven leadership in innovation of new or improved ideas/processes is key to this role, along with the execution to the market. Work across various functional areas to achieve service parts objectives and work with global partners to ensure future aftermarket health of the portfolio.
Candidate must have ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Good human relations skills are required to develop a collaborative, cooperative work relationship with others inside and outside the business unit.
What You Will Do:
Analyzing New Products to develop and align the aftermarket & lifecycle strategies with the organization's goals and objectives.
Establishing or maintaining metrics to monitor and review the effectiveness of existing strategies, suggesting necessary interventions for improvement.
Maintaining effective internal communications in and outside the department to discuss and align the aftermarket and lifecycle strategies to the changing organizational scenarios.
Leads projects.
What You Have:
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:
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.
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: 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.
Level Extensive Experience:
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.
Applies the concept of 'Moments of Truth' to customer service.
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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Level Working Knowledge :
Explains the requirements, deliverables, costs, and criticalities of the assignment.
Participates in developing consulting opportunities or assignments.
Uses formal and informal means to keep client informed on progress and issues.
Carries out the agreed-upon consulting assignment in a professional manner.
Documents client's objectives and project scope.
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.
Level Working Knowledge:
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.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.
Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
Level Basic Understanding:
Gives examples of decisions and who influenced whom in the decision.
Describes key concepts of influencing.
Documents and distributes suggestions and ideas, with supporting detail.
Identifies local key players and decision makers.
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.
Level Working Knowledge:
Identifies and documents specific problems and resolution alternatives.
Examines a specific problem and understands the perspective of each involved stakeholder.
Develops alternative techniques for assessing accuracy and relevance of information.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.
Strategic Thinking : Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Level Working Knowledge:
Implements the group's go-to-market strategy.
Raises awareness of potential strategic alliances and partnerships.
Explains elements of the strategy to others and encourages questions.
Monitors marketplace trends, opportunities, and vulnerabilities; reports findings.
Makes sound recommendations when faced with complex and contradictory alternatives.
Top Candidates Will Also Have:
Demonstrated business acumen including an understanding of how parts and services contribute to the Caterpillar business model.
4-year College degree preferably Engineering and 5 to 7 years of progressively responsible job-related experience.
3 years parts experience and/or Product/Component group experience and/or Product Support experience (field experience a plus).
Able to work and set priorities without day-to-day direct supervision.
Additional Information:
This position will close on 2/21/2024 at 11:59PM.
Travel requirements may be up to 10%.
Domestic relocation assistance is available.
Visa Sponsorship is not available.
This position is located in Mossville, IL or Aurora, IL.
Employee Benefit Details:
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 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 (prorated based upon hire date).
Final Details:
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 .
#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:
February 7, 2024 - February 21, 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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