Fleet Advisor

Caterpillar Inc.•Midland, TX

2d•$97,530 - $146,290•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. About Caterpillar Oil & Gas Division Caterpillar’s Oil and Gas Division (COGMD) provides superior products and service solutions to make our customers more efficient and lower the total cost of ownership. Globally, we deliver engineered oilfield products, equipment repair and field engineering services & solutions. About the role: A Fleet Advisor (FA) leverages technology application knowledge to improve job site operations, processes, and change management, increase customer loyalty, and improve sales force effectiveness. In addition, the Fleet Advisor (FA) acts as the primary focal point of contact for COGS customers; working alongside the commercial account management team. The FA will be responsible for implementing a preventative maintenance strategy, monitoring equipment health and communication of realized value to the customer using Caterpillar Remote Fleet Vision(RFV) and selected customer-facing applications. The expected outcome is greatly enhanced equipment reliability and availability combined with optimized maintenance and technical support that results in the lower cost of ownership for the customer.

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.
Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them.
Level Working Knowledge: Solicits customer satisfaction feedback and acts on improvement opportunities.
Level Working Knowledge: Helps link organizational objectives to customer needs and expectations.
Level Working Knowledge: Meets regularly with customers to understand their wants, needs and expectations.
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.
Level Working Knowledge: Resolves common customer problems.
Level Working Knowledge: Responds to unexpected customer requests with a sense of urgency and positive action.
Level Working Knowledge: Provides direct service to internal or external customers.
Level Working Knowledge: Documents customer complaints in a timely manner.
Field Support: Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products.
Level Working Knowledge: Works with field support for a product or a customer group.
Level Working Knowledge: Cites examples of common field support requests and associated resolutions.
Level Working Knowledge: Follows established procedures for handling field support requests.
Level Working Knowledge: Is familiar with escalation process and procedures.
Level Working Knowledge: Identifies basic measures of quality and effectiveness and associated field support tools.
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 Extensive Experience: Reviews others' writing or presentations and provides feedback and coaching.
Level Extensive Experience: Adapts documents and presentations for the intended audience.
Level Extensive Experience: Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Level Extensive Experience: Communicates well downward, upward, and outward.
Possess a bachelor’s degree in Engineering, Business or equivalent in a technical discipline.
Minimum of 1 to 2 years experience in heavy industries such as Marine, Power Generation, Transportation or Oil & Gas industries.

Nice To Haves

Experience in enterprise scaled solutions that deliver real time and historic data efficiently
3+ years of Industrial Analytics experience across multiple industries
Experience in managing business change, project management methods and tools.
Experience with FIIX or other CMMS systems.

Responsibilities

Drive customer recognition of the value of product feature design, improved processes, and change management.
Increasing product-positioning knowledge for Caterpillar and providing feedback on product features/benefits.
Identifying and documenting job/application profiles based on field observation while working with customers.
Improving the industry’s perception of Caterpillar and participating in related oil and gas associations