Senior Parts & Service Consultant

Caterpillar•Mossville, IL

16d•$126,000 - $189,000•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. About E&ES: Caterpillar’s Electrification & Energy Solutions (E&ES) Division will focus on delivering advanced electrified power train, zero-emissions products/technologies, and the solutions and services associated with these technologies. Focus areas include batteries, fuel cells, motors, inverters, micro grid controllers, charging, energy storage systems, lifecycle solutions/services and integration of components for ePowertrain solutions across industries. We are looking for top talent to build and scale the next generation of technologies, products and services to help our customers build a better—more sustainable—world. We need self-motivated, intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence, humility and openness to discovery will thrive in the teams we are building. Join us! Job Summary: As a Senior Parts and Service Marketing Consultant responsible initially for New Product Introduction [NPI], you will serve as the subject matter expert specifically responsible for the development and application of aftermarket and/or lifecycle initiatives and guidelines to drive profitable parts and services revenue for E&ES eDrive and Advanced Power componentry. Your assignments/projects will be complex and strategic in nature. You will analyze new products to develop and align the aftermarket & lifecycle strategies with the organization's goals and objectives. You will establish and/or maintain metrics to monitor and review the effectiveness of existing strategies, suggesting necessary interventions for improvement. You will maintain effective internal communications in and outside the department to discuss and align the aftermarket and lifecycle strategies to changing organizational scenarios. Finally, you will lead high visibility aftermarket growth projects to gain incremental parts/service business for CAT. Perhaps more importantly, your role on the team and within the Division will help shape products, their support and related services that are ‘new’ to CAT and arguably an increasingly more and more important part of its future success. What you will do: Your assignments/projects will be complex and strategic in nature. You will analyze new products to develop and align the aftermarket & lifecycle strategies with the organization's goals and objectives. You will establish and/or maintain metrics to monitor and review the effectiveness of existing strategies, suggesting necessary interventions for improvement. You will maintain effective internal communications in and outside the department to discuss and align the aftermarket and lifecycle strategies to changing organizational scenarios. Finally, you will lead high visibility aftermarket growth projects to gain incremental parts/service business for CAT. Perhaps more importantly, your role on the team and within the Division will help shape products, their support and related services that are ‘new’ to CAT and arguably an increasingly more and more important part of its future success.

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.
Level Extensive Experience: 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.
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.
Level Working Knowledge: 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.
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.
Level Working Knowledge: 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 resolution.
Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge: 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.

Nice To Haves

4-year college degree or equivalent marketing/product/support experience.
Minimum of 7 years of specific industry, product and/or field experience, or equivalent experience.
Previous 6 Sigma Black Belt or project management experience.
Previous expertise within government agencies, national associations, dealers and/or customer groups.
Proficiency in data analysis.

Responsibilities

Analyze new products to develop and align the aftermarket & lifecycle strategies with the organization's goals and objectives.
Establish and/or maintain metrics to monitor and review the effectiveness of existing strategies, suggesting necessary interventions for improvement.
Maintain effective internal communications in and outside the department to discuss and align the aftermarket and lifecycle strategies to changing organizational scenarios.
Lead high visibility aftermarket growth projects to gain incremental parts/service business for CAT.