Manager Customer Services (SOS Growth Manager)

Caterpillar Inc.•Peoria, IL

2d•$147,760 - $221,640•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work 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 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. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. The S•O•S Services Growth Manager role is responsible for driving strategic growth and adoption of Caterpillar’s S•O•S Fluid Sampling Services to enable Condition Monitoring. This position will lead the development and execution of growth strategies in close collaboration with industry teams, with a strong focus on delivering customer value, increasing service utilization, and value-based messaging.

Requirements

Bachelor’s degree
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.
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.
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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.
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.
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.

Responsibilities

Drive SOS sample growth through targeted, data-driven initiatives in alignment with Condition Monitoring
Partner with industry teams and dealers to identify growth opportunities and expand SOS adoption
Enable digitally integrated recommendations by advancing the integration of S•O•S insights with condition monitoring, digital tools, and commercial offerings
Lead management of S•O•S corporate account customers by ensuring aligned processes, consistent service delivery, and coordinated engagement to support customers
Define and communicate a clear S•O•S value story for internal partners, dealers and customers
Strengthen customer experience by aligning solutions with customer needs and expectations
Build and maintain strong relationships with dealers and internal partners to drive alignment and results
Monitor performance metrics and adjust strategies to improve outcomes and maximize impact
Provide leadership and direction to ensure coordinated execution of growth and communication plans