Condition Monitoring Advisor

1 month ago

Tucson, United States Caterpillar Full time

**Career Area**:
Product Support

**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 Summary**:
As a Condition Monitoring Advisor, you will aggregate, correlate, and create Caterpillar customer and dealer recommendations using the five elements of condition monitoring to provide critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs. These recommendations will enhance customer loyalty, increase enterprise market share, and grow parts and service sales while reducing customer costs through equipment management efficiency. We have a fabulous team that does some of the most exciting work at Caterpillar, and we can’t wait for you to join the team

**What you will do**:

- Aggregate and correlate the five elements of condition monitoring, where all are available.
- Monitors up to 350 PL-assets OR 75 VIMS-assets OR combination of both
- Provides equipment recommendations to Caterpillar dealers and customers.
- Uses enabling software tools & systems to prioritize and analyze condition monitoring data inputs.
- Extracts or is provided data from the appropriate business systems including customer, dealer and contractor sources.
- Provides information for equipment management lead tracking and resolution.
- Prepares standard written reports of recommendations for customers and their Caterpillar dealers on a monthly basis.
- Facilitates ongoing customer meetings with Caterpillar dealers, product groups, JSS and others as needed.
- Communicates verbal recommendations as required to customers and their Caterpillar dealers.
- Builds collaborative relationships & acts as a consultant with equipment management personnel.

**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 Expert**:

- Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.
- Provides customer focused vision, strategy and leadership that exceeds customer expectations.
- Persuasively articulates the link between customer focus and enhanced business success to stakeholders.
- Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'.
- Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.
- Consults with senior executives regarding critical success factors and details to being a customer focused organization.

**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 Extensive Experience**:

- Advises on advanced data gathering and analysis methodologies and technologies.
- Oversees data gathering and analysis activities within the organization.
- Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
- Implements procedures and policies within a data processing function.
- Teaches others how to improve the validity and reliability of data used in various analyses.
- Evaluates best practices of data gathering and analysis within the industry.

**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 Extensive Experience**:

- Experience in Prime Product, Product Support and/or Engineering fields
- Working knowledge of engines, power train, hydraulic systems, Product Link, VIMS, inspection process, equipment lifecycle planning, S-O-SSM Services, and the Service Information System (SISweb)
- Anticipates customers' needs and satisfies them proactively.
- Resolves complex customer complaints or problems.
- Teaches others how to deliver excellent customer service in a variety of settings.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.

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