Senior Fleet Manager

Caterpillar•Parsippany, NJ

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. Role Definition Manages on-site fleet and operational support for the customer solutions.

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.
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.
Safety (Oil and Gas): Knowledge of procedures, practices, considerations and regulatory requirements for the safety and protection of workers, community, environment and company assets; ability to identify and respond accordingly to work-related hazards.
Troubleshooting Technical Problems: Knowledge of troubleshooting approaches, tools and techniques; ability to anticipate, detect and resolve technical problems in a manufacturing environment.

Responsibilities

Assigning Field Service personnel to client accounts in order to maintain customer satisfaction and efficiently utilize resources.
Ensuring that the skill set of the assigned personnel meets the needs of the client organization.
Assisting the sales team by acting as a technical resource during the sales cycle for national or major accounts.
Assisting in contract or service agreement negotiations as needed.
Gathering information regarding the nature of customer support issues and reporting trends to engineering for product revisions or enhancements.
Establishing guidelines and defining standards for on-site technical support.
Tracking service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently.