Visitor Services Manager

Career Area:

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.

Hear about the Caterpillar Experience for yourself

Job summary:

In this role, you will be managing the Welcome Center of the Lafayette Engine Center. The Welcome Center coordinates and hosts all customer/dealer visits, tours, and conferences (both domestic and international), and non-customer visits, tours, and conferences that take place in the Lafayette facility. You will get plenty of face-to-face interaction with Caterpillar customers, dealers, and executives, including (but not limited to) the CEO, Board of Directors, Presidents, Vice Presidents and state and local dignitaries. It goes without saying that professionalism is always a necessity.

This position manages a staff of 3 full time and 8 part time employees who support all the functions and responsibilities of the Welcome Center and the Caterpillar Merchandise Store located within it.

What you will do:

Customer Visits

• Coordinate customer visits with the Caterpillar representatives and dealers, in addition to hosting the customer visits
• Draft and distribute agendas and arrange for presenters, tour guides, etc. to support the customer visit
• Use knowledge and network of different work groups (engineering, marketing, customer service, etc.) and market segments (marine, electric power, oil & gas, mining, etc.) to connect the appropriate Caterpillar personnel with the customers and their needs
• Create (in Excel), analyze, and distribute monthly reports on Welcome Center customers, non-customers, and financials and use the data to forecast future business and goals
• Collect data on customer satisfaction and use this information to improve the customer experience
• Draft letters of invitation for global embassies to facilitate the acquisition of international customer visas
• Organize reservations for hotels, transportation, and dinners, taking into consideration the needs of the customer, including those related to culture and religion
• Assist with retail operations of the Caterpillar Merchandise Center when needed
• Support the Caterpillar Merchandise Center with the acquisition of new products and use knowledge of the Caterpillar brand to ensure that proper logo usage, coloring, etc. are in place
• Supervise the in-house catering, using customer needs (dietary, religious, etc.) to guide the decision-making process
• Manage conference room reservation policy, make changes as needed

Non-Customer Visits

• Oversee tours from high schools, colleges, other Caterpillar facilities and professional organizations
• Draft and distribute agendas and arrange for presenters, tour guides, etc. to support

Conferences

• Assist with organizing Caterpillar conferences (both in-house and in the local Lafayette area) for customers, dealers, suppliers, etc.
• Negotiate contracts with relevant parties, including hotels, conference centers, transportation companies, and restaurants
• Manage registration, invitation distribution, and responses
• Coordinate presentations with the appropriate speakers
• Work with a corporate chef or local caterer and approve appropriate menus for meals

Skills you must 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.
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.
• 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
• Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

Top candidates will also have:

• Academic credentials in marketing, communications, or other closely related curriculum
• Strong Microsoft Office proficiency
• Deep cultural intelligence gained through experiences or certifications/trainings
• Leadership experience
• Proven ability to maintain confidentiality of sensitive information

What you will get:

• A commitment to diversity and inclusion . Our common values and focus on inclusion and respect drive the decisions made by our company, teams, and people. Here, you can apply your unique life and job experiences, and work in a team environment where your ideas are heard, your contributions are celebrated, and your whole-self matters. 
• 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)

Additional Information:

• Travel requirements will be <10%
• This position is located in Lafayette, IN
• Domestic relocation is available
• VISA Sponsorship is not available

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.

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Posting Dates:

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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