Manager Customer Services

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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.

About Electric Power

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing
emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable
world for future generations!

Role Definition
Directs all activities and staff for technical field service programs for product installation, troubleshooting, maintenance, repair, and customization. Build service relationships with external and internal customers to facilitate enterprise strategy. Supervises and mentors junior service personnel in service policies and technical resolutions. Acts as a point of escalation for service technical and scheduling issues. Facilitates cross functional training between teams on new product elements as pertaining to service.

What You Will Do

• Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization.

• Directs, motivates and develops the team. Supports the culture and values of the organization. Facilitates smooth workflow; ensures high standards and quality of technical work.

• Drives the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel.

• Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements.

What You Will 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.

• 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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• Advises on advanced data gathering and analysis methodologies and technologies.

• Oversees data gathering and analysis activities within the organization.

• Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.

• Implements procedures and policies within a data processing function.

• Teaches others how to improve the validity and reliability of data used in various analyses.

• Evaluates best practices of data gathering and analysis within the industry.

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.

• 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.

• Analyzes and fully documents client requirements.

• Applies experience to developing and executing multiple consulting assignments.

• Works with client to identify alternative solutions and associated pro's and con's.

• Prepares proposals and presentations for a consulting opportunity.

• Manages all aspects and phases of a consulting relationship. Monitors consulting assignments versus expectations.

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.

• 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.

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

• Communicates to clients regarding expectations of all parties.

• Participates in negotiating the terms of the business relationship.

• Conducts periodic reviews of work effort, progress, issues, and successes.

• Maintains productive, long-term relationships with clients or vendors.

• Creates opportunities to educate support teams on client priorities.

• Empowers others to establish collaborative, healthy relationships.

Additional Information

• Location: Alpharetta, GA

• Travel: Up to 50-75% travel associated with this position.

• Visa sponsorship IS NOT available for this position.

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Summary Pay Range:

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:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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