New Services Solutions Manager

Caterpillar Inc. • Houston, TX

2d • Onsite

About The Position

As a New Services Solutions Manager, you will partner with customer facing industry teams to identify current and future services needs and work across the support teams to develop solutions that solve customer problems. This role currently oversees a small team while also offering significant potential for increased leadership responsibilities and span of control in the future as organizational needs expand. As such, the role begins with leadership of a 2–5 person team, with the opportunity to scale to 10–15 as business needs grow.

Requirements

• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• 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.
• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• 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.
• Bachelors degree
• Previous customer facing experience

Responsibilities

• Understand customer needs and translate to services solution requirements that are commercially viable.
• Develop and deliver customer proposals
• Create models to ensure solutions can be delivered
• Identify common customer needs in order to develop modules that can be leveraged and combined to increase velocity
• Stewardship for Cat-led services strategy in COGMD
• Identify of industry/customer trends that lead to new services innovation and delivery mechanisms
• Determine service level standards for customer service requests for product lines.
• Answer technical questions for complex issues and procedures or to handle technical problems with customers' products.

Benefits

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees