Product 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.

Caterpillar’s Cat Technology group is searching for a Product Service Consultant for our product development programs focused on supporting Caterpillar’s technology products portfolio within the construction industries segment (CI). In this role, you’ll be part of a team that enhances the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer/technical/service departments, technical field reps, machine and component engineering, and service engineers.

The position is suited for persons that are looking for opportunities for increased leadership, global team collaboration, and exposure to all of Caterpillar’s machine product groups and service parts management teams.

What You Will Do:

• Develop appropriate procedures and plans to ensure product quality and evaluating results to identify deficiencies. Collaborating with product teams to correct design flaws as needed.
• Provide support to triage and direct issues to appropriate teams. Maximize customer uptime by providing quick field improvements.
• Coordinate, review, and edit service literature to ensure dealer and customer success in commissioning, maintenance, and service the of the end-to-end product.
• Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
• Assist in new customer onboarding and deployment
• Create and perform service training for customers and dealers
• Work with corporate partners to enable scalable training offerings for dealers and customers

What You 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.
• 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.
• 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.
• 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.
• 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Consideration for Top Candidates:

• 6 Sigma Green Belt experience
• Excellent problem solving skills
• Excellent written and verbal skills
• Experience with telematics, payload technologies, productivity technologies, site grading technologies, or safety sensing systems
• Product/customer support, quality, or aftermarket related experience

Additional Information:

• The location for this position is Mossville, IL, Clayton, NC, or Tucson, AZ
• Relocation assistance is NOT available for this position
• Visa sponsorship is NOT available with this position.
• This position will require 20-30% travel
• #LI

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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