Senior Service Technology & Data Manager (Service Events & Insights)

Caterpillar•Peoria, IL

18h•Onsite

About The Position

This role is for a Senior Manager, Service Events & Insights within Caterpillar's Product Support and Logistics Division (PSLD). PSLD is one of the most innovative divisions within Caterpillar, prioritizing customers and helping them build a better world. It is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, and Global Services, supporting Caterpillar dealers and customers. The Global Service organization within PSLD provides world-class support to Cat® dealers across the globe. As the Senior Manager, Service Events & Insights, you will enable high-quality, actionable insights by stewarding and advancing fluid analysis, inspection, service response, Cat Interact, and dealer Work Order data within the Service Events Domain. This includes refining, documenting, and governing the use of Service Events Domain data across the enterprise to promote consistent interpretation, trusted analytics, and improved decision-making, establishing standards, data definitions, and usage guidance. The position also involves standardizing authorship and optimizing execution of dealer service events through the refinement and governance of the Service Maintenance Control System (SMCS) codes, ensuring uniform classification of service activity, improving analytical fidelity, and enhancing service planning and execution. Furthermore, you will partner with distribution, digital, and industry stakeholders to define, standardize, and continuously improve dealer Work Order data quality, driving alignment on data capture standards, closing quality gaps, and enabling scalable insights that support dealer performance, customer outcomes, and enterprise initiatives.

Requirements

4-year college degree in Business, Data Science, Engineering, Mathematics or related field.
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 (Customer Focus).
Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment (Data Gathering & Analysis).
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 (Problem Solving).
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers (Relationship Management).
Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges (Technical Excellence).

Responsibilities

Provide strategic leadership, direction and methodology for analysis, structure and storage of global dealer service data.
Oversee the creation, enhancement and stewardship of all elements of the Service Events Domain.
Provide deep subject matter expertise for delivery of organizational projects & goals directly aligned with the business needs of Industry Partners, Distribution teams and dealers.