Account Manager

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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.

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 EPD:

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!

Job Summary:

Caterpillar has an exciting opportunity for a Data Center Aftersales Account Manager in Beijing, China.

The Aftersales Account Manager is a key member of the Data Center Customer Support Team, providing end-to-end customer support for Electric Power’s key data center accounts from delivery onward. The global team works across Caterpillar, dealers, and customers to provide clear ownership, consistent execution, and proactive lifecycle support.

Owns the post-delivery customer relationship and serves as the accountable customer-facing owner for assigned strategic and managed accounts, leading the aftersales strategy from delivery through lifecycle support. Provides leadership for critical customer issues, coordinating internal, dealer, customer, product support and engineering resources from containment through resolution. Translates customer requirements and business impact into clear technical, quality, aftermarket and product support actions, then drives status, communication and closure. Leads account-specific support strategies, service campaigns and dealer execution while using fleet intelligence and account health reviews to proactively identify lifecycle risks and opportunities.

What you will do:

• Owns the post-delivery customer relationship and serves as the accountable customer-facing owner for assigned strategic and managed accounts
• Develops and executes account-specific aftersales strategies and support plans
• Serves as the primary customer escalation point, leading critical issue containment, customer communication, expectation management and resolution to protect customer uptime
• Leads customer-facing communication and owns status, expectations and closure throughout the issue-management process
• Translates customer requirements and business impact into clear technical, quality, aftermarket and product support actions, engaging the appropriate Caterpillar, dealer and engineering resources and driving actions through closure
• Coordinates and influences dealer product support execution, establishing clear expectations and driving capability and continuous improvement plans
• Uses fleet intelligence, issue trends and account health reviews to proactively identify reliability risks, support needs and lifecycle opportunities

What you will have:

• Customer Focus: Extensive experience and 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.

• Decision Making and Critical Thinking: Extensive experience and knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  • Differentiates assumptions, perspectives, and historical frameworks.
  • Evaluates past decisions for insights to improve decision-making process.
  • Assesses and validates decision options and points and predicts their potential impact.
  • Advises others in analyzing and synthesizing relevant data and assessing alternatives.
  • Use effective decision-making approaches such as consultative, command, or consensus.
  • Ensures that assumptions and received wisdom are objectively analyzed in decisions.

• Effective Communication: Extensive experience and 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.
  • Reviews others' writing or presentations and provides feedback and coaching.
  • Adapts documents and presentations for the intended audience.
  • Demonstrates both empathy and assertiveness when communicating a need or defending a position.
  • Communicates well downward, upward, and outward.
  • Employs appropriate methods of persuasion when soliciting agreement.
  • Maintains focus on the topic at hand.

• Negotiating: Extensive experience and knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
  • Ensure negotiators have awareness of complementary yet diverse interests.
  • Successfully completes significant negotiations, both internal and external.
  • Details the risks of negotiation breakdown from each party's perspective.
  • Protects own position, while demonstrating willingness to achieve win-win.
  • Identifies similarities and differences in position and assesses impact on discussions.
  • Detects and addresses lack of progress or a stalemate.

• Relationship Management: Extensive experience and 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.

• Account Management: Extensive experience and knowledge of account management; ability to manage day-to-day activities, providing services and support to existing clients.
  • Evaluates demographics, trends and issues affecting specific markets and customers; makes recommendations accordingly.
  • Train others on the many aspects of managing existing customer accounts.
  • Teaches others how to use advanced technologies and tools for account management.
  • Anticipates the needs and preferences of key players at relevant customer accounts.
  • Advise on the appropriate solutions to complex customer accounts problems.
  • Collaborate with the customer on large account activities and monitors customer satisfaction.

Top Candidates Will Also Have:

• Bachelor’s degree in engineering
• Knowledge of Caterpillar Systems
• An understanding of Cat Dealer operations
• Proficiency for both English and Chinese languages

Additional Information:

• This position is located in Beijing, China.
• Travel up to 50% is required.
• Visa sponsorship is not offered for this position.
• This position requires the candidate to work a 5-day-a-week schedule in the office.

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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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