Product Service Consultant

Caterpillar Inc.•Clayton, NC

1d•Onsite

About The Position

Caterpillar's Cat Technology group is searching for a Product Service Consultant for their product development programs focused on supporting Caterpillar’s technology products portfolio within the construction industries segment (CI). In this role, you’ll be part of a team that enhances the acceptability and salability of current and new products (NPI) through meeting product health targets, reducing warranty, achieving NPI product support deliverables, and providing technical support to Caterpillar dealer/technical/service departments, technical field reps, machine and component engineering, and service engineers. The position is suited for persons that are looking for opportunities for increased leadership, global team collaboration, and exposure to all of Caterpillar’s machine product groups and service parts management teams.

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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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.
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.

Nice To Haves

6 Sigma Green Belt experience
Excellent problem solving skills
Excellent written and verbal skills
Experience with telematics, payload technologies, productivity technologies, site grading technologies, or safety sensing systems
Product/customer support, quality, or aftermarket related experience

Responsibilities

Develop appropriate procedures and plans to ensure product quality and evaluating results to identify deficiencies.
Collaborating with product teams to correct design flaws as needed.
Provide support to triage and direct issues to appropriate teams.
Maximize customer uptime by providing quick field improvements.
Coordinate, review, and edit service literature to ensure dealer and customer success in commissioning, maintenance, and service the of the end-to-end product.
Solicit and gather internal and external feedback to identify potential new products and/or improvements to existing products that improve product serviceability.
Assist in new customer onboarding and deployment
Create and perform service training for customers and dealers
Work with corporate partners to enable scalable training offerings for dealers and customers