Service Development Manager

Career Area:

Marketing

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.

The Service Development Manager (internally known as Marketing Manager) role entails leading and supervising teams focused on Do-It-Myself (DIM) and Self-Service Options (SSO), driving specialized initiatives to enhance profitable parts and service revenue while amplifying part sales growth. Responsibilities include managing team goals, facilitating targeted training, and owning the aftermarket voice of the customer-dealer business process to meet unmet customer needs. Additionally, the role involves fostering an effortless customer experience on parts.cat.com, establishing governance frameworks to minimize lost opportunities, and ensuring clear communication and alignment with key business partners. Effective leadership, communication across functional units, and driving parts growth through strategic marketing activities with global partners are also integral components of the role.

What You Will Do:

• Lead a team of experts responsible for the development and execution of specialized initiatives to drive profitable parts and service revenue and Percentage of Parts Sales (POPS) growth.
• Manage, prioritize, and communicate goals and key performance indicators (KPIs) to the teams.
• Develop, maintain, and facilitate training specific to SSO and Upgrade solutions for e-commerce and Over the Counter (OTC) to drive standard work of DIM solutions throughout the Services Development team.
• Own the aftermarket voice of customer / dealer / business process to support the development of unmet customer needs and requirements.
• Enable an easy to buy customer experience for DIM solutions on parts.cat.com.
• Drive the governance of the Lost Opportunity goal and Construction Industry Segmentation to deliver DIM customer requirements to key business partners.
• Maintain SSO and Upgrade Kit strategy, communications, and alignment with key business partners.
• Effectively lead, influence, and interact with a global and diverse team.
• Collaborate across various functional business units to achieve parts objectives.
• Drive parts growth and implement parts marketing activities with global partners, including districts, dealers, and customers.

What You Have (Basic Qualifications):

• Leadership: Proven leadership skills, capable of guiding teams towards common goals and inspiring excellence in performance. Demonstrated ability to lead cross-functional teams through challenges, leveraging diverse expertise to achieve impactful results.
• Influencing: Strong influencing skills, capable of driving change and garnering support from stakeholders at all levels of the organization.
• Customer Focus: Extensive demonstrated ability to prioritize and address customer needs effectively, with a keen understanding of the aftermarket voice and a commitment to delivering exceptional customer experiences.
• Effective Communication: Strong communication skills, both verbal and written, with the ability to articulate complex concepts clearly and concisely, fostering alignment and collaboration across diverse teams and stakeholders.
• Relationship Management: Demonstrated success in building and nurturing strong relationships with key stakeholders, including business partners, customers, and team members, fostering collaboration, and achieving shared objectives.

Top Candidates Will Have:

• Global Perspective: Proven track record of working in a global context, understanding diverse market dynamics, and adapting strategies to align with global objectives while driving local execution.
• Strategic Thinking: Strategic mindset with the ability to think analytically and conceptually, identifying opportunities, anticipating challenges, and developing innovative solutions to drive sustainable growth and competitive advantage.

Additional Info :

• 30% travel is expected internationally and domestic.
• Domestic relocation is available to those who qualify.
• ISE assignments are not available.
• Visa sponsorship is not available.

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 a salary because we value your performance. We offer a total rewards package that provides day one benefits [medical, dental, vision, RX, and 401(k)] along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

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 8, 2024 - May 15, 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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