Senior Product Support 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.

Caterpillars Global Construction & Infrastructure (GCI) is hiring a Senior Product Support Account Manager within their North America Managed Accounts team. This role has responsibility to cover key Waste Industry accounts in the U.S. and Canada.

In this role you will maintain effective internal and dealer partnerships and manage relationships with key waste accounts so that sales objectives can be achieved. You will develop and execute account strategies and activities for assigned accounts identifying business needs and problems and be accountable for the development and implementation of market strategies as well as securing commitment of Caterpillar and Dealer resources to assure continued customer satisfaction.

What You Will Do:

• The role provides direct technical support and waste jobsite visits.

• Work closely with account sales manager and dealers to develop and grow product parts and product support strategies.

• Consult with dealers and internal business partners on the subject of aftermarket sales and service support.

• Design processes for informing customer of solutions dates anticipated delays and any additional information needed by the customer.

• Work directly with customers to collect information sell additional products and services to current customers and ensure customers needs are met.

• Follow organizational policies and procedures staying abreast of compliance requirements and maintaining clear and direct line of communication within the organization to meet customer requirements.

• The position will provide input on the severity and priority of customer issues to the marketing and product group teams to maintain appropriate voice of the customer during issue resolution NPI activities and marketing campaigns.

What You Have (Core Skills)

• Customer Focus Relationship Management and Effective Communications: Ability to maintain productive long-term relationships with clients internal and dealer parties clear and effective communications and to facilitate the creation of the right products and services to resolve customer business issues.

• Value Selling: Ability to differentiate support offerings that address clearly understood customer needs and to qualify sales prospects based on a clear understanding of customer business needs and the organizations ability to meet those needs.

• Negotiation Decision Making & Critical Thinking: Ability to negotiate successfully across the organization with dealers and clients in a constructive and collaborative manner and to accurately analyze situations in order to reach productive decisions based on informed judgment. Detail the risks of negotiation breakdown from each partys perspective and protect own position while demonstrating willingness to achieve win-win.

• Account Management: Ability to manage day-to-day activities providing services and support to existing clients and to advise on the appropriate solutions to complex customer accounts problems.

Top Candidates Will Also Have:

• Job-related experience in Waste industry applications (Landfill & Transfer Stations) and Waste specific machines (Compactors Waste Handler Dozers and Wheel Loaders)

• Knowledgeable of dealers and our working partnership in combination with understanding of our dealers service capabilities and operations around Waste applications

• Thorough Understanding of Rebuild process and commercial impact to growth initiatives

• Specific industry experience with Construction Industry products services work tools and digital solutions exposure

• Thorough understanding of Caterpillar company policies systems and procedures i.e. SIS SIMSi RWA Goodwill policy & management CPI management General Warranty administration Product Group organizations Parts distribution

• Bachelors degree preferably in engineering business or marketing

Additional information:

• Work location: Peoria IL

• The role requires the ability to travel up to 50% within the US and Canada

• Domestic relocation assistance is available to Peoria IL

• This position requires a 5-day-a-week in office work schedule (M-F)

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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