Advanced Troubleshooting Product Consultant
Advanced Troubleshooting Product Consultant
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Job Description
Career Area:
Product SupportJob Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar yourejoining 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 dontjust 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.
OurAmericas Distribution Services Division (ADSD) provides governance and administration of Cat dealers across the U.S. Canada and Latin America.
Werecommittedtoour customers who build a better world with our products services and solutions. We understand andshowthevalue of why they should always choose us. Were exploring new ideas and opportunities innovatingto discover the breakthroughs necessary for tomorrows growth.
Through it allweareone team creating and delivering worldclass components and solutions superior to the competition.Learn more about theCaterpillarExperience.
Job Summary
The Technical Information Solutions(TIS) Innovation team withinGlobal Service is responsible for driving dealer and customer efficiency through the use of digital tools such as SIS SIS2GO Cat ET (Electronic Technician) and Remote Service. Not a part gets sold nor a machine or engine repairedwithoutusing theinformation created managed and delivered bythisteam.
As an Advanced Troubleshooting Product Consultant you will have a unique opportunity to drive change in how dealers and customers interact with and find technical information. You will be integral to defining and executing roadmaps to take service to the next level ultimately improving efficiency of the technician. You will work with dealers to understand their needs and work across the Caterpillar matrix to deliver on the vision to define.
Additional Info:
This position is located in Peoria IL.
Relocation assistance is available for this position.
This position requires up to 10 of working time both domestic and international.
What You Will Do:
Defining & platform requirements for advanced troubleshooting content
Defining & executing roadmaps for approaches to advanced troubleshooting
Defining & executing integrations with platforms such as SIS 2.0 SIS2GO VisionLink warranty and more
Engaging the enterprise as well as dealers to ensure their needs are met
Provide stakeholder updates on program progress risks mitigations and demos
Proactively identify and resolve resource quality & capacity gaps as they arise
What You Have (Required Skills):
Bachelors degree
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.
Facilitates creation of the right products and services to resolve customer business issues.
Fosters strong customer relationships via delivery on commitments open communication and ongoing feedback/improvement.
Advises others on creating customer focused environments in various scenarios.
Anticipates customer needs focusing efforts to proactively meet needs and exceed customer expectations.
Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
Communicates and models the criticality of customer focus as an organizational strategy.
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.
Anticipates customers needs and satisfies them proactively.
Resolves complex customer complaints or problems.
Teaches others how to deliver excellent customer service in a variety of settings.
Applies the concept of Moments of Truth to customer service.
Participates in developing a variety of effective ways to deal with difficult customers.
Recovers from a service failure in a way that enhances customers esteem of the organization.
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.
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers nonverbal cues from individuals and groups.
What Will Set You Apart (Preferred Skills):
Prior experience managing large programs
Strong skills in organization collaboration attention to detail influencing communication change management and gaining commitment
High technical focus and broad dealer business understanding
Demonstrated involvement in innovation and use of technology to solve problems
Demonstrated excellence in a team environment
What You Will Get:
We look forward to welcoming the successful candidate to our dynamic diverse and friendly team. We have a culture of openness autonomy support personal development as well as a continuous drive for improvement.
About Caterpillar
Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment offhighway diesel and natural gas engines industrial gas turbines and dieselelectric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reducedcarbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.
Summary Pay Range:
$126000.00 $189000.00Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjobrelated knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility terms and guidelines. This is a summary list of 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 parttime employees
Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer such as H L TN F J E O. As a global company Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar/careers.Posting Dates:
March 28 2025 April 11 2025Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals Including minorities females veterans and individuals with disabilities are encouraged to apply.
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Required Experience:
Contract
Employment Type
Full-Time
