Digital Product Owner

Your Work Shapes the World at Caterpillar Inc: 
 

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  

Providing fast and accurate quotes with multiple options should be easy for dealers, as it enhances customer service and drives growth. When our customers and dealers win, we win too. 

The team has an opening for a Digital Product Owner for Cat Service Option Collaborator (SOC) and its webservices. This role is accountable for defining and managing the development needed to achieve dealer speed to quote and SOC embedding targets, delivering serial number specific service data, enabling integration with dealer ERP, ensuring quality releases, and maximizing development spend.   

This role offers executive-level visibility and the opportunity to tackle challenging problems, playing a key role in delivering a transformed quoting experience for the future. This ensures that our services continue to evolve and meet the needs of our customers and dealers. 

Additional Info:   

• This position is located in Peoria, IL. 

• Must be willing to travel up to 25% of working time (both international and domestic) 

• Must be willing to take calls in the mornings / evenings as needed to work with international development team and dealers. 

What You Will Do:   

• Business application owner for Cat SOC app, and all associated APIs and cloud environments.  This includes understanding Enterprise and Global Service strategy, understanding dealer processes for quoting and service, understanding internal user needs and how the applications work together with other digital applications (e.g. Cat Calculator Web, PCC, SIS2.0 etc) to make strategic decisions to optimize resources and deliver superior UX. 

• Define, prioritize, and deliver ongoing critical business requirements gathered from dealers and internal business partners to enable services growth, speed to quote, and deployment targets through close partnership with Cat Digital. This includes capturing user requirements, developing acceptance criteria, ensuring complete user acceptance testing and sign-off. Leverage Business Analyst support to achieve goals on time. 

• Support deployment, on-boarding, access management, and service now tickets. Continually educate Caterpillar dealers and internal users on new features and changes to the applications and APIs.  This includes both written communications and presentations to larger audiences. 

• Owner of data management strategy and communication for data generated within applications and passed to business partners (Value Selling Tool, dealer business systems, Cat Financial etc.).  This includes understanding data structure and how this translates for users within their application. 

• Define the Service Data Authoring (SOC) delivery strategy, set business requirements, and prioritize ongoing enhancement needs 

• The position is responsible for delivering aligned experiences for PCC and SIS2.0 during migrations, participating in several projects, and delivering enhancements needed to scale and transform the service experience. 

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. 
• 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. 
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. 
• 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. 
• Explains the requirements, deliverables, costs, and criticalities of the assignment. 
• Participates in developing consulting opportunities or assignments. 
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. 
• Listens to feedback without defensiveness and uses it for own communication effectiveness. 
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. 
• Organizes potential problem solvers and leads problem resolution efforts. 
• Uses varying problem-solving approaches and techniques as appropriate. 
• Develops successful resolutions to critical or wide-impact problems. 
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. 
• Provides prompt and effective responses to client requests and interactions. 
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. 
• Advises others on the assessment and provision of all technical solutions. 
• Engages appropriate subject matter resources to effectively resolve technical issues. 
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. 
 

What Will Set You Apart (Preferred Skills):  

• Experience working with dealers and/or customers, ideally in product support 

• Previous experience working on programs leveraging the 6 Sigma methodology 

• Experience in the Agile methodology, SQL, Github and Staged testing environments 

• Experience leading projects that span multiple countries or business divisions  

• Experience working with dealers and/or customers in a service operations or aftermarket commercial capacity 

• Previous experience using Builder G3, SOC or other service data authoring tools  

• Experience in leading large, global projects and teams 

• Experience using service data and parts and service information 

• Experience working with maintenance and repair strategies 

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.