Technician Growth Consultant

Caterpillar Inc.•Peoria, IL

3d•$97,530 - $146,290

About The Position

Technician Growth Consultant Career Area: Product Support Job Description: 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. At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Technician Growth Consultant in Peoria, IL. 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. PSLD is responsible for the worldwide distribution of Cat aftermarket parts, integrated logistics, and global service to develop and support our global dealer network and customers. We’re committed to our customers, who build a better world with our products, services and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities –innovating to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team– creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience. Job Summary: As a Technician Growth Consultant within Global Service, you will support dealers on Services Growth via the execution of Dealer Technician Growth Programs (Attraction, Development, and Retention) and Technician Career Development Process Accreditation.

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.
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.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

5-7 years of industry related experience and or a related educational degree.
Experience in working with Cat Dealers in learning & development, service operations related roles.
Strong written and verbal communication skills to influence all levels of the organization as a key liaison.
Advanced skillset with Microsoft Office Suite: PowerPoint, Word, Excel, and PowerBI.
Strong ability to analyze and summarize data to provide predictive insights.
Team oriented.
Taking initiative and being self-directed.
Customer solutions driven.
Ability to work with people from different backgrounds and cultures.
Drive initiatives that are customer centric.

Responsibilities

Collaborate effectively across the enterprise (specifically the Distribution Services Division) and with dealer partners to achieve Services Growth goals, serving as a business partner to achieve Dealer Technician Growth definition of winning (DoW).
Using expertise on dealer operations, provide consultative services on Technician Career Development strategies and solutions from Global Dealer Learning.
Support fundamental & industry related Differentiated Dealer Capabilities specifically around dealer technician workforce capacity & capability (Cap & Cap).
Enhance dealer capabilities through Technician Career Development Process strategy and execution support.
Execute Dealer Technician Growth initiatives measured by key metrics such as # Actual of Technicians vs. Cap & Cap Forecast, % of dealers at TCDPA Excellent Accreditation, % of dealers with Train-to-Task programs (Foundational accelerated technician development program), % of dealers participating in Technician Retention Surveys, and % of dealers participating in Global Dealer Technician Challenge.