Service Technology Consultant (Dealer Workstream)

Caterpillar•Peoria, IL

10d•$110,520 - $165,840•Onsite

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. 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. As a Service Technology Consultant (Dealer Workstream), you will enable dealer timely, accurate, and competitive serial number specific service options quoting by acting as the dealer facing workstream lead for a series of transformational NPI programs.

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.
Data Gathering & Analysis: 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 judgement.
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.
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.

Responsibilities

Define end-to-end business requirements for an intuitive and cohesive dealer UI/UX and external integration (API) for service quoting – capturing roles, data needs, workflows, validations, and edge cases in alignment with industry tailored commercial offerings and priorities against targeted Gateway dates.
Orchestrate UX design delivery by ensuring Figma flows, wireframes, and clickable prototypes are created, reviewed with dealers, and iterated to resolve gaps before build.
Manage and refine the DevOps backlog: organize requirements into epics and features, link requirements to designs and test cases for full traceability; lead refinement sessions with product and engineering to break down work, resolve dependencies, with support of the business analyst.
Validate build: Perform User Acceptance Testing (UAT) to confirm build meets required intent.
Support Integrations: Bring together business and IT teams to ensure dealer system integration needs are understood, tested, and successful.
Provide deep technical knowledge: Serve as the expert in dealer quoting practices, system integrations and use of developed technology as part of business flows. Document and shares user best practices.