Customer Services Specialist (S•O•S Services Interpreter)

Caterpillar Inc.•Peoria, IL

1d•$89,210 - $133,810•Onsite

About The Position

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. At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Customer Service Specialist (S•O•S Services Interpreter) in Peoria, IL. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. PSLD is responsible for the worldwide distribution of Cat aftermarket parts, integrated logistics, and global service to develop and support our global dealer network and customers. We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities –innovating to discover the breakthroughs necessary for tomorrow’s growth.

Requirements

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.
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.
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.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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.

Nice To Haves

Bachelor’s degree or higher in Science OR Engineering
Experience in S•O•S fluid analysis (or similar), equipment inspections, electronic data, or equipment repairs
Basic S•O•S Services Interpretation I certification.
Experience communicating recommendations to customers and their Caterpillar Dealers
Multilanguage skills (spoken and written). Highly valued languages: English, French and Spanish
Previous experience building relationships and consulting with equipment management personnel.

Responsibilities

Aggregate, correlate and create Caterpillar customer and dealer recommendations using the S•O•S Services element of condition monitoring in order to provide critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs.
Monitor the elements of S•O•S fluid analysis to provide relevant recommendations as indicated by the data.
Address minor coverage issues and resolving minor complaints.
Ensure all customer communication is clearly documented.
Answer inbound customer service inquiries.
Provide health analysis or troubleshooting and redirecting them when appropriate.
Identify issues and determine appropriate course of action for effective resolution.
Process results from analysis of technical data.
Understand prime product or component health or status, if action is needed, and required next steps.
Provide equipment recommendations to Caterpillar dealers and customers.
Use enabling software tools & systems to prioritize and analyze S•O•SSM Services condition monitoring data inputs.
Assist with preparing monthly reports for customers and their Caterpillar dealers.
Participate in ongoing customer meetings with Caterpillar dealers, industry groups, Corporate Accounts, and DSDs as needed.
Communicate verbal recommendations as required to customer and their Caterpillar dealers.
Build collaborative relationships & act as a consultant with equipment management personnel.