Manager Customer Services

Caterpillar Inc.•Kennett Square, PA

1d•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 EPD: Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations! Job Summary Caterpillar’s Electric Power Division is looking for a Manager Customer Services to manage a team of energy analysts who work in the 24x7 Network Operations Center. Specifically, this role will lead, monitor, manage, and dispatch client assets during grid peak conditions, energy market events and other weather-related events. This is a 1st shift role but may have some on-call / coverage responsibilities due to their team working 24/7.

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.
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.
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.

Nice To Haves

Bachelor’s degree in Energy Management, Energy Business Administration, or related field.
Experience in energy markets
Experience in Operations

Responsibilities

Create and execute client-specific SOPs/MOPs with precision, ensuring compliance with site-specific communication and deployment protocols
Interface directly with customers, partners, and markets; Coordinate asset availability and site schedules with customers as needed.
Generate reports for internal and external use, such as late electrical meters that are not reporting to the main servers and load profile and estimated savings reports.
Troubleshoot software application and server issues to maintain system integrity and uptime.
Respond to customer inquiries and asset alarms with urgency; dispatched technicians and maintained clear communication via phone and email.
Monitor and report on system activities and provided relevant information to management as needed.
Maintain a pulse on the regional electric markets in real-time
Identify key market rule changes in PJM, ISO-NE, MISO, ERCOT and summaries and report changes to management
Identify and report on utility and state programs applicable for the business