Senior Parts and Services Consultant

Caterpillar•Cary, NC

13d•Onsite

About The Position

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. Caterpillar is hiring a results driven Senior Parts & Services Consultant who is skilled in commercial solutions to join our Building Construction Product division! This position will lead research and provide expertise in the development and implementation of marketing strategies.

Requirements

Customer Focus
Facilitates creation of the 'right' products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.
Service Excellence
Anticipates customers' needs and satisfies them proactively.
Resolves complex customer complaints or problems.
Teaches others how to deliver excellent customer service in a variety of settings.
Applies the concept of 'Moments of Truth' to customer service.
Participates in developing a variety of effective ways to deal with difficult customers.
Recovers from a service failure in a way that enhances customer's esteem of the organization.
Consulting: Explains the requirements, deliverables, costs, and criticalities of the assignment.
Participates in developing consulting opportunities or assignments.
Uses formal and informal means to keep client informed on progress and issues.
Carries out the agreed-upon consulting assignment in a professional manner.
Documents client's objectives and project scope.
Effective Communications
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.
Influencing
Gives examples of decisions and who influenced whom in the decision.
Describes key concepts of influencing.
Documents and distributes suggestions and ideas, with supporting detail.
Identifies local key players and decision makers.
Problem Solving
Identifies and documents specific problems and resolution alternatives
Examines a specific problem and understands the perspective of each involved stakeholder.
Develops alternative techniques for assessing accuracy and relevance of information.
Helps to analyze risks and benefits of alternative approaches and obtain decision on solution.
Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.
Strategic Thinking
Implements the group's go-to-market strategy.
Raises awareness of potential strategic alliances and partnerships.
Explains elements of the strategy to others and encourages questions.
Monitors marketplace trends, opportunities, and vulnerabilities; reports findings.
Makes sound recommendations when faced with complex and contradictory alternatives.

Responsibilities

Align the marketing strategies with the organization's goals and objectives.
Establish metrics to monitor and review the effectiveness of existing marketing strategies; suggesting necessary interventions for improvement.
Maintain effective internal communications in the marketing department to discuss and align the marketing strategy to the changing organizational scenarios.
Lead projects