Manager, Training (Services Growth)

Caterpillar•Peoria, IL

3d•$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 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. 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. As the Manager, Training (Services Growth) , you will lead a team of Global Subject Matter Experts regarding Caterpillar Dealer Technician Growth, to enable Caterpillar dealers to achieve their Services Growth goals, and provide world class customer service through their Technicians. Manages a global budget with a team of 10 SMEs (Subject Matter Experts).

Requirements

Engineering degree or equivalent work experience (10+ years) in the areas of project management, marketing and / or product support roles .
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Good organization, human relations, and communication skills (specifically influencing executive level communications)
Good knowledge of the Caterpillar dealer organization, experience influencing dealer networks globally, managing large scale projects and events and demonstrating Caterpillar’s Behaivors and Leadership Attributes

Responsibilities

This position leads a team of 10 Global SMEs who support Caterpillar dealers in achieving their Services Growth goals through Dealer Technician Growth.
Dealer Technician recruiting processes including: Marketing and promotion materials Educational partner support Technicians for the World
Dealer Technician development processes including: Technician Career Development Process Accreditation (TCDPA) Course Accreditation, Regional Dealer Learning Center (RDLC) processes Caterpillar Technician Academy and ThinkBIG process support and expansion Dealer Instructor development programs, Caterpillar Instructor Accreditation Program (CIAP) Customer Training
Dealer Technician retention processes, programs and events: Dealer Employee Opinion Surveys Dealer Technician Retention Surveys Recruiting & Retention Workshops