Parts & Service Consultant

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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.

We are looking for a Parts & Service Consultant join our Product, Services & Technology team working within one of the Constructions Industries newly formed divisions, Customer Solutions Growth Regions.

At Caterpillar, we’re committed to our customers, who build a better, more sustainable world with our products, services and solutions. We understand and show the value of why they should 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 products, services and solutions superior to the competition. Learn more about the Caterpillar Experience.

About Customer Solutions Growth Regions Division

This team, alongside dealers, engages closely with customers to create, customize and adapt solutions to meet their needs by leveraging the extensive range of offerings available today across products and services, digital and technology, rental and used, and financing. The division is regionally focused on Africa, the Middle East, Eurasia, Asia (excluding Japan), and Latin America (LATAM) and organized into three functional areas: Customer Facing, Customer Solutions and Business Enablers. This role is part of the Customer Solutions team focused on designing and delivering solutions in the areas of product, services and technology. The role will:

• Support Field Teams, Dealers & Customer with deep Product and Services expertise.
• Focus Product, Services & Technology development on solving customer problems at the segment and site level.
• Drive proactive Technology Adoption and Product & Services health management leveraging data insights from connected field population

Role Definition
Leads research and provides expertise in the development and implementation of marketing strategies.

Develops and implements strategic plans for solving customer’s challenges and driving business growth related to maintenance products (Filters & Fluids, Electronic & Electrical components, Structural, appearance & Other Parts). This includes demonstrating strong analytical skills to support business objectives.

• Responsibilities
  • Analysing company profile and its operations to develop and align the marketing strategies with the organization's goals and objectives.
  • Conducting market/competitive research to identify new opportunities and industry trends.
  • Establishing metrics to monitor and review the effectiveness of existing marketing strategies; suggesting necessary interventions for improvement.
  • Maintaining effective internal communications in the marketing department to discuss and align the marketing strategy to the changing organizational scenarios.

Skill Descriptors
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.
Level Working Knowledge:
• Communicates the importance of customer needs/expectations and commits to resolving them.
• Researches and verifies customer needs and expectations.
• Solicits customer satisfaction feedback and acts on improvement opportunities.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.

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.
Level Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.

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.
Level Basic Understanding:
• Explains the roles and responsibilities of a consultant.
• Lists the typical phases of a consulting assignment or project.
• Presents a professional image, especially when dealing with customers.
• Describes the consulting process and relationship with clients.

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.
Level Working Knowledge:
• 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.

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.
Level Working Knowledge:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
• Provides prompt and effective responses to client requests and interactions.
• Monitors client satisfaction levels on a regular basis.
• Alerts own team to problems in client satisfaction.
• Differentiates the roles and responsibilities in a business relationship.
• Works with clients to address critical issues and resolve major problems.

Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Level Basic Understanding:
• Explains how a sense of competition with industry counterparts can motivate greater productivity.
• Identifies the key elements of the business strategy.
• Demonstrates the ability to articulate how own work supports the business strategy.
• Seeks help to clarify elements of the strategy that are beyond the group's influence.

Posting Dates:

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

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