Job Description

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.Our condition monitoring teams use their knowledge, skills, and abilities to interpret the 5 elements of condition monitoring (fluid analysis, equipment inspections, electronic data, repair history, and site conditions) and provides meaningful insights as to what is happening on the equipment. In this role, you will be responsible for providing Caterpillar dealers with relevant recommendations to generate high quality sales leads and help customers manage their business more effectively. This will improve customer loyalty, increase enterprise market share, and grow parts and service sales, while reducing the customer's costs through equipment management efficiency.This leader's responsibilities include

• Day-to-day management of a team of 15+ management and agency employees
• Create and maintain an engaging organizational climate/culture which encourages teamwork, commitment, employee growth and a sense of urgency toward business success.
• Ensure division operational goals are achieved via developing collaborative relationships with dealers.
• Understand dealer service growth strategy and dealer needs and utilize this insight to make process improvements.
• Interact very closely with Caterpillar Product Groups as well as other divisions in Chennai, India

This position will provide leadership, mentoring, and direction to management personnel and agency resources engaged in engineering activities related to Construction Industry products. In addition, the person may be accountable for significant activities at division level.Basic Qualifications:Individual typically having technical education, practical experience related to the field of Condition Monitoring/Fleet management
A degree in Mechanical engineering, Electrical engineering, Industrial engineering or related field.
Min. of 7 years of hands-on experience in condition monitoring, trouble shooting and identifying issues
Knowledge of different products and equipment used in various industries.
Outstanding team player
Excellent communications skills
Familiar with dealer product support operations
Certification on Oil Analysis/Fleet/Previous caterpillar experience/Managing team performance is added advantage.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 Basic Understanding:

• Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.

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 Basic Understanding:

• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

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.

This is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act.Posting Dates: August 14, 2024 - August 20, 2024Caterpillar is an Equal Opportunity Employer (EEO).Not ready to apply? Join our .

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