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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.
Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America.
We’re committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.
Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience .
Job Summary
As a Senior Marketing Consultant , you will play a pivotal role in developing and executing marketing strategies focused on supporting existing products or services throughout their lifecycle. You will collaborate closely with product management, customer support, and marketing teams to create service data content, increase dealers speed to quote service options, provide regional support for service data tools and services. This person will provide expertise on service data tools, quoting best practices, creation of standard jobs and provide support to commercial teams in achieving services growth goals.
Additional Info :
This is a hybrid position located in Peoria, IL.
Our team embraces flexibility through a hybrid work model. In addition to working onsite at our facility in Peoria, IL, our hybrid work model allows employees the flexibility to work from home based on business need.
Domestic relocation assistance is available for this position.
This position requires up to 50% of working time travel, both domestic and international.
What You Will Do:
Dealer Training and Enablement: Collaborate with product and training teams to develop training materials and resources for dealers, such as webinars, workshops, and knowledge bases. Provide guidance on best practices and tips to optimize product usage of service data and tools.
Dealer and User Feedback Management: Implement processes for collecting, analyzing, and acting upon customer feedback to drive product improvements for service data and tools to enhance the overall customer experience. Work closely with internal teams to prioritize feature requests and address customer pain points.
Cross-Functional Collaboration: Collaborate closely with cross-functional teams, including commercial teams, DSD and district teams to ensure alignment and consistency in messaging and customer experience. Act as a liaison between teams to streamline processes and drive continuous improvement.
Performance Monitoring and Optimization: Monitor and analyze dealer utilization of service data and tools, using data-driven insights to identify areas for improvement and optimization. Track key metrics such as speed to quote, sales to users, CCR sales and engagement levels to measure success and inform future strategies.
Market Research and Competitive Analysis: Stay informed about industry trends, competitor offerings, and customer preferences to identify opportunities for differentiation and innovation specific to service data and tools used to drive services growth. Conduct market research and competitive analysis to inform product support strategies and enhance our competitive position.
What You Have:
Bachelor's degree or experience in product support or product development roles will be accepted in lieu of a degree.
Proven experience in product marketing, customer support, or related roles, with a focus on customer engagement and retention.
Strong understanding of marketing principles, customer lifecycle management, dealer business systems and elements of quoting service options.
Excellent written and verbal communication skills, with the ability to craft compelling messaging and content.
Strong analytical skills, with the ability to interpret data, draw insights, and make data-driven decisions.
Ability to manage multiple projects simultaneously in a fast-paced environment.
Team player with excellent interpersonal skills and the ability to collaborate effectively across teams.
What Will Set You Apart:
Previous experience working with service data (Builder Files), using Service Option Collaborator (SOC), Cat Calculator Web, work order data, standard jobs, parts information, and service information.
High level of interpersonal, communication, collaboration, and relationship management skills.
Demonstrated ability to lead and positively influence across the matrix.
Working knowledge of Caterpillar Aftermarket and Dealer Network.
Experience and demonstrated knowledge of Caterpillar products and industry trends.
Familiarity of SIS, parts.cat.com, my.cat.com, OLGA and other consumers of service data.
What You Will Get:
We look forward to welcoming the successful candidate to our dynamic, diverse, and friendly team. We have a culture of openness, autonomy, support, personal development as well as a continuous drive for improvement.
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.
#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:
May 28, 2024 - June 11, 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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