Aftermarket Account Manager

Career Area:

Job 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.

About EPD:

Caterpillars Electric Power Division (EPD) offers integrated solutions parts and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe including providing back-up power to hospitals providing emergency power when natural disasters strike and supporting critical infrastructure for data centers municipalities and more. With a rich history of more than 95 years in the electric power business our team has world-class expertise and a proven ability to adapt to changing demands. Were committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better more sustainable world for future generations!

We are looking for top talent to build and scale the next generation of technologies products and services to help our customers build a bettermore sustainableworld. We need self-motivated intelligent and team-oriented individuals to make our plans a reality. Individuals with high emotional intelligence humility and openness to discovery will thrive in the teams we are building.

Summary:
Caterpillar has an exciting opportunity for an Aftersales Account Manager in Dallas TX Lafayette IN Griffin GA or Alpharetta GA.

The Global Accounts Quality and Aftermarket Team is responsible for leading all efforts related to Quality Commissioning Aftermarket and Product Support for Electric Powers named data center accounts. Our efforts enable us to achieve and maintain Caterpillar global data center market leadership. Our team consists of a global team of specialists with responsibility to manage customer and dealer relationships on a global scale when related to quality commissioning aftermarket and product support.

What You Will Do:

• Ensure assigned customer accounts have a positive aftersales experience

• Provide technical support from site delivery through final commissioning and handover.

• Manage product problem resolution from post commissioning First Response through Customer Lifecycle

• Create and manage action/resolution plans between internal and external teams to resolve issues.

• Direct/Advise dealer field resources in next steps and problem resolution

• Work directly with customer teams to address quality and operation issues and establish resolution plans

• Manage Issues in Customer Quality Portals

What You Will Have:
Customer Focus: Extensive experience and 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 on-going 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.

Industry Knowledge: Working knowledge of the organizations industry group trends directions major issues regulatory considerations and trendsetters; ability to apply industry knowledge appropriately to diverse situations.
Discusses industry-specific flagship products and services.
Demonstrates current knowledge of the regulatory environment for industry segment.
Describes the contribution of own function as it relates to the industry segment.
Participates in major industry professional associations; subscribes to industry-specific publications.
Currently works with a major industry segment and associated functions and features.

Decision Making and Critical Thinking: Extensive experience and knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Differentiates assumptions perspectives and historical frameworks.
Evaluates past decisions for insights to improve decision-making process.
Assesses and validates decision options and points and predicts their potential impact.
Advises others in analyzing and synthesizing relevant data and assessing alternatives.
Uses effective decision-making approaches such as consultative command or consensus.
Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Effective Communications: Extensive experience and 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.
Reviews others writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Communicates well downward upward and outward.
Employs appropriate methods of persuasion when soliciting agreement.
Maintains focus on the topic at hand.

Negotiating: Extensive experience and knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Ensures negotiators have awareness of complementary yet diverse interests.
Successfully completes significant negotiations both internal and external.
Details the risks of negotiation breakdown from each partys perspective.
Protects own position while demonstrating willingness to achieve win-win.
Identifies similarities and differences in position and assesses impact on discussions.
Detects and addresses lack of progress or a stalemate.

Relationship Management: Extensive experience and knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Communicates to clients regarding expectations of all parties.
Participates in negotiating the terms of the business relationship.
Conducts periodic reviews of work effort progress issues and successes.
Maintains productive long-term relationships with clients or vendors.
Creates opportunities to educate support teams on client priorities.
Empowers others to establish collaborative healthy relationships.

Account Management: Extensive experience and knowledge of account management; ability to manage day-to-day activities providing services and support to existing clients.
Evaluates demographics trends and issues affecting specific markets and customers; makes recommendations accordingly.
Trains others on the many aspects of managing existing customer accounts.
Teaches others how to use advanced technologies and tools for account management.
Anticipates the needs and preferences of key players at relevant customer accounts.
Advises on the appropriate solutions to complex customer accounts problems.
Collaborates with the customer on large account activities and monitors customer satisfaction.

What Will Set You Apart:

• Bachelors degree in Engineering
• Knowledge of Caterpillar Systems
• An understanding of Cat Dealer operations

Additional Information:

• This position can be located in Dallas TX Alpharetta GA Griffin GA or Lafayette IN

• Domestic relocation may be available for the top candidate

• Travel is expected to be 25-50% mainly domestic

About Caterpillar

Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gas turbines and diesel-electric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related 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 part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities.

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