Customer Experience Manager

描述

Career Area:

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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:

As a Customer Experience Manager, you will manage the strategic direction, development, and safe operations at one of the Global Demonstration and Learning Centers (DLC’s) including an Event Planner; Customer Experience Coordinator/Rep; Demonstrator Instructor Supervisor, 8-11 demonstrator instructors, earth moving fleet including Work Tools, demonstration and events scheduling, product and application training, and various other responsibilities described below. Primary focus is showcasing, demonstrating, and training on the Caterpillar Product Line, Technology products, and Services available. The Global DLC’s receive 7,000 to 20,000 visitors annually that account for 15,000 to 30,000 visitor days.

What You Will Do:

• Assuring team diversity, language skills / development, all related aspects of hiring and on-boarding, smart goal development, and the annual performance review process. Evaluates and motivates staff to achieve end results and maintains employee satisfaction (EOS) in a creative yet demanding environment.

• Manage equipment fleet of approximately 40 – 100 machines and work tools with a value of approximately $10-$30M, capital funding for fleet (CAPEX), and depreciation. Manage and budget for all aspects of the DLC equipment fleet. Annual CAPEX budget is $6-15M.

• Planning and monitoring annual depreciation expenses, coordination with Product and Industry Groups on annual machine roll-in and roll-out plans, coordination with GRUES for equipment sales and sales/profit results, equipment maintenance and repair scheduling, and machine configuration definition. There is also significant coordination with Cat Work Tools and our supplier for simulators.

• Develop and manage annual program revenue and expenses of approximately $4.5-6.5M.

• Responsible for working with internal business partner, dealers, and customers to ensure the DLC has the required assets and manpower to accommodate the requested event. You must understand the user’s vision to create a program or event that meets their needs and provides an outstanding customer experience.

• Develops and manages machine demonstrations. Also determines all key messaging (features and benefits), scripts and visuals for the demonstrations to assure visitors understand what is being shown and the related value.

• Oversee master schedule: Position coordinates with various DLC partners to maximize use of the facility assets and minimize schedule conflicts.

• Support growth of Equipment Training Solutions (ETS)

• Oversee and support growth of the Advanced Application specialist to deliver advanced product application training.

• Management of various DLC on and off-site assets: Manages ongoing planning, upkeep, and improvements to various DLC demonstration sites. Works with Facility Manager to implement Customer Experience improvements and coordinate changes; maintain current customer experience sites on campus.

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.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
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.
Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).

Consideration For Top Candidates:

• Bachelor’s degree; or equivalent experience

• Extensive relevant work experience

• Experience working with company products and how they are used by our customers in various industries and applications

• Must be willing to travel up to 10% of working time

Top Candidates Will Also Have:

• Experience working in or with a DLC

• Previous leadership experience

• Experience working in a fast-paced team environment

Additional Information:

• Relocation is not available for this position

• Sponsorship is not available for this position

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

What You Will Get:

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

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.

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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