Service Technology Specialist

Caterpillar Inc.•Peoria, IL

1d•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 Global Service team enables a differentiated and superior customer service experience, resulting in sustainable and profitable services growth with a focus on safety, quality, and efficiency. The goal is to enable both dealer and customer service success by leveraging digital capabilities, technology, world-class training, and accurate service information to deliver the desired outcomes. The Service Technology Specialist will identify and lead strategic projects and process improvement activities that support Caterpillars Services Growth Goals through the Cat Interact application. This project role is a focal point for performing project management tasks with the dealer community, including establishing and understanding current dealer goals, identifying opportunities for the Cat Interact application in the dealer and providing VOD to our Digital partners. Projects will include: onboarding new dealers to the Cat Interact solution, informing dealers of new features and functionality, and developing strategic execution projects plans for assigned projects. Responsibilities include the overall success of the projects/programs including the establishing of metrics/targets, monitoring progress and reporting status in dealer reviews.

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.
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.

Nice To Haves

Bachelor’s degree or equivalent experience
Experience with project management and process improvement techniques
Experience delivering on high impact projects or programs
Experience with influencing change management
Experience training small and large groups of individuals
Experience with analyzing reports in Power BI
Prior Dealer experience

Responsibilities

Lead dealer-facing Cat Interact projects (scope, timeline, deliverables, documentation, and status reporting—including dealer reviews)
Set and track metrics/targets; monitor progress and drive corrective actions
Onboard and enable dealers (readiness, configuration, deployment milestones, training/demos/job aids)
Communicate new features, process changes, and best practices to dealers
Analyze adoption/performance data to identify gaps and improve outcomes
Manage risks, dependencies, and issues, partner with Digital teams for resolution
Drive continuous improvement through lessons learned, standardization, and governance support