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Product Service Consultant

2 months ago

Decatur, United States Caterpillar Full time
Career Area:
Product Support
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.

It's More Than a Job, it's a Career - YouTube

Job Description:

Caterpillar's Large Mining Trucks Group is currently seeking Product Service Consultant. This position provides technical assistance to Caterpillar Dealers at existing and future customer locations worldwide during the field assembly, commissioning, and machine updates involving Large Mining Trucks. In this role, you will be responsible for following, identifying, evaluating, documenting, communicating, and correcting issues on Large Mining Truck products.

Job Duties/Responsibilities may include, but are not limited to:
  • Gathering input to identify potential new products or improvements to existing products.
  • Evaluating production processes to identify defects in manufacturing and design. Provide input to designs modifications to maximize production efficiency and product quality.
  • Identifying and tracking quality defects, ensuring resolution in manufacturing.
  • Communicating technical specifications and instructions to ensure product quality and performance. Tracking and managing the status of product issues.
Top Candidates Will Have:
  • Strong mechanical aptitude and product knowledge.
  • Strong understanding of overall business processes, including product design and development, assembly, manufacturing, quality, and product support.
  • Bilingual in Spanish/English
  • An Engineering degree or equivalent experience.
  • Demonstrated experience with manufacturing, quality, and/or mining/construction.
  • Ability to communicate effectively with team members, other work groups, dealers, and customers.
  • Familiarity with company policies and procedures with a strong department background.
Degree Requirement:
  • Bachelor's degree or technician apprenticeship / diploma or equivalent experience.
What Skills 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.
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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Working Knowledge:
• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization's data based on requirements.
• Documents data from various sources and in various formats.
• Utilizes basic data collection and evaluation tools and techniques.

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.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Working Knowledge:
• Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.
• Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.
• Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.
• Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.
• Helps others solve technical or procedural problems or issues.

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:
  • Competitive Base Salary
  • Annual incentive bonus plan*
  • Medical, dental, and vision coverage
  • Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
  • 401k savings plan
  • Health savings account (HSA)
  • Flexible spending accounts (FSAs)
  • Short and long-term disability coverage
  • Life Insurance
  • Paid parental leave
  • Healthy Lifestyle Programs
  • Employee Assistance Programs
  • Voluntary Benefits (Ex. Accident, Identity Theft Protection)
*Subject to annual eligibility and incentive plan guidelines.

Additional Information:

The primary location for this position is Decatur, IL or Tuscon, Az

Domestic relocation assistance is not available

Travel will be up to 50% and could be multiple weeks

Sponsorship is not available

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

Posting Dates:
August 22, 2024 - September 8, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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