Senior Safety & Service Operations Manager

Career Area:

Product Support

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.

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 the Senior Safety & Service Operations Manager , you are leading a team of Service and Safety Consultants.

You will provide management-consulting advice, guidance, development and implementation to various constituents within a Regional Distribution Services Division to develop and execute Product Support, Parts, Service and Safety Operations initiatives and programs to successfully pursue market opportunities at an effective cost and velocity.

Your main accountability is to support the Region(s) Dealers / Districts to identify and close gaps in the Service Excellence Program leading to improved customer experience, lower dealer cost to service and increasing parts, service market share & a safer dealer work environment. Another main responsibility is to support the region’s district & dealers in the Leadership Tables Business Case execution, particularly focused on Parts & Service Sales Growth.

Additional Info :

• This position is located in Peoria, IL or Dallas, TX.

• Relocation assistance is available for this position.

• This position will require up to 50% of working time travel, both domestic and international.

What You Will Do:

• Responsible to work with the Global Service Group to refine the Excellence Programs and to develop tools and support to close identified gaps.

• Providing counsel and advice to administrative and executive leaders within and outside the Division to assist in resolving complex business issues and maximize business operations.

• Provides direction, coaching, mentoring, focus, motivation and encouragement for subordinates and all departmental team members.

• Acting as a mentor / coach for the District Based Product Support Operations Reps. This position is accountable and responsible for all personnel issues and performance evaluations of all team members.

• Employee may also be responsible for performing other job duties occasionally as assigned.

What You Have (Required Skills):

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.

• Facilitates creation of the 'right' products and services to resolve customer business issues.

• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

• 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.

• Teaches others how to deliver excellent customer service in a variety of settings.

• Applies the concept of 'Moments of Truth' to customer service.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

• Demonstrates experience shifting the organizational culture

• Designs recognition and reward systems that reward collaborative, rather than competitive, behavior.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

• Advises others in analyzing and synthesizing relevant data and assessing alternatives.

• Uses effective decision-making approaches such as consultative, command, or consensus.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Collaborates with clients in the pursuit of common business objectives.

• Fosters a climate conducive to establishing positive working relationships
 

What Will Set You Apart (Preferred Skills):

• College degree in Business, Engineering, or related field with considerable experience in various management and supervisory positions.

• Must have proven decision-making capabilities and significant knowledge of Caterpillar organization, associated accountabilities, product support (service and parts operations) and dealer safety.

• Previous strategic development and 6 Sigma experience.

• 10+ years of progressively responsible job-related experience

• Excellent interpersonal skills are required to deal with sensitive issues, development of others, or persuade others inside and outside of the division / BU to take specific action.

• A solid working knowledge of company policies and practices and good human relations, communications, and reasoning skills.

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

Summary Pay Range:

$169,320.00 - $253,920.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

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)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

*Subject to annual eligibility and incentive plan guidelines .

Posting Dates:

January 16, 2025 - January 24, 2025

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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