Site Solutions Manager - Mining

Caterpillar Inc. • Peoria, IL

2d • Onsite

About The Position

As a Site Solutions Manager, you will be assigned to a mining customer site(s) where you will serve as the primary point of contact for the customer, dealer, and all internal Caterpillar stakeholders. Their primary responsibility will be to manage the overall site performance and deliver on customer expectations. This role is pivotal in addressing customer business needs by developing and delivering solutions opportunities. The Site Solutions Manager will play a crucial role in understanding the customer's needs, applications, future mine plans, and ensuring that Caterpillar's solutions align with the customer’s goals. By creating and leading dotted-line site teams, you will leverage enterprise-wide resources to identify solutions that deliver customer-driven site goals. Their ability to oversee business risks, escalate issues as needed, and establish effective communication plans will be essential in driving a world class customer experience. This position works in partnership with Commercial Managers, Product Support Managers and other enterprise resources to monitor, manage, and resolve issues related to customer productivity, cost, and safety. You will act as a recognized advocate for the customer, securing the commitment of Caterpillar and dealer resources to ensure continued customer satisfaction. Additionally, you will consult with various departments within Caterpillar to stay informed about the evolving direction and strategies of key industry leaders. Their efforts will have a direct impact on the customer base, driving customer development and retention, and ultimately will contribute to the overall success of Caterpillar's business at the site.

Requirements

• Technical Excellence: Mining-related application and operations experience.
• Knowledge of a broad range of Caterpillar and dealer offerings and various application methods; ability to develop and provide solutions to significant technical challenges.
• Project management experience.
• Customer Focus: Proven track record of delivering on customer expectations.
• Strong problem-solving and decision-making abilities.
• Service Excellence: Previous field experience or account management experience.
• Ability to align incentives and goals tied to site performance.
• 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 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Must have strong emotional intelligence, possessing the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences at dealer and customer operational level.

Nice To Haves

• Bachelor’s degree or equivalent experience.
• Extensive experience with Caterpillar products and services.
• Experience with financial and accounting principles.
• Strong product/application background (including familiarity with mining customers, business drivers, KPIs, and metrics).
• Familiarity with company policies and procedures with a strong mining divisional background.

Responsibilities

• Serve as the primary point of contact for the customer and dealer at the site and centralized engineering departments.
• Manage day-to-day relationships at the site(s).
• Know and understand the customer, their applications, needs, and future mine site plans.
• Liaise and direct all internal Caterpillar enterprise resources to ensure alignment among groups such as Change Management, Safety Services, Fleet Management, Product Support, Condition Monitoring, Site Performance Managers, MineStar Site Managers, etc.
• Act as a consultant to dealer and customer operations and maintenance managers as well as executive management advising on strategic direction for proper solutions selection, business risk management, equipment management, and operations activities.
• Oversee Caterpillar business risk and escalate issues as needed.
• Establish and execute communication plans with the site, dealer, and Caterpillar.
• Deliver performance through relentless execution.
• Monitor, manage, report on, and resolve issues related to customer satisfaction, product health, and future solutions needs.
• Create and maintain an active "window into Cat" for key customer decision makers.
• Gather key customer VOC for incorporation into solutions design, Product Problem Resolutions and/or New Product Introduction.
• Act as a recognized advocate for customers in securing the commitment of Caterpillar and Dealer resources to assure continued customer satisfaction.
• Consult with various departments within Caterpillar regarding the evolving direction and strategies that key industry leaders are adopting for the future.

Benefits

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement
• These benefits also apply to part-time employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level