Senior Manager Training

Caterpillar•Peoria, IL

9h•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 Peoria Learning Center Training Manager is responsible for the development and delivery of effective service training courses, programs, and curriculums for the Power & Energy industry segments.

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.
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.
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.
Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.

Nice To Haves

Leadership experience
Demonstrated ability to influence through strong relationships
Operational background and / or relevant experience
Strong understanding of Product Support and Customer Service Experience
Bachelor’s degree or equivalent work experience

Responsibilities

Manage the daily operations of the Peoria Learning Center
Oversee service training deliverables that enable dealer technician capacity and capability plans for the Power & Energy industries (namely Electric Power)
Develop long-term training strategies including ongoing needs assessments, communication and feedback processes; promoting the value of training.
Lead the service training delivery team; collaborate with the instructional design team; manage external training vendors/contractors and platforms as necessary.
Monitor training and development trends and current training programs, and recommend necessary improvements; developing best practices documentation.
Partner with leaders and consultants to identify skill gaps through training needs analysis and oversee training development, delivery, and evaluation.