Area Service Manager _ Nigeria
Area Service Manager _ Nigeria
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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.
Area Service Manager Nigeria / Africa
Role Definition
Directs all activities and staff for technical field service programs for product installation trouble-shooting maintenance repair and customization.
Responsibilities
Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization.
Directs motivates and develops the team. Supports the culture and values of the organization. Facilitates smooth workflow; ensures high standards and quality of technical work.
Drives the development of work plans budgets schedules and evaluation criteria for field service activities projects and personnel.
Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements.
Skill Descriptors
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.
Level Working Knowledge:
Communicates the importance of customer needs/expectations and commits to resolving them.
Researches and verifies customer needs and expectations.
Solicits customer satisfaction feedback and acts on improvement opportunities.
Helps link organizational objectives to customer needs and expectations.
Meets regularly with customers to understand their wants needs and expectations.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools techniques and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion goal or judgment.
Level Working Knowledge:
Follows proper data gathering and analysis processes and policies.
Reports problems that arise in the data collection process.
Participates in gathering and analyzing an organizations data based on requirements.
Documents data from various sources and in various formats.
Utilizes basic data collection and evaluation tools and techniques.
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.
Level Working Knowledge:
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Provides direct service to internal or external customers.
Documents customer complaints in a timely 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.
Level Basic Understanding:
Explains the roles and responsibilities of a consultant.
Lists the typical phases of a consulting assignment or project.
Presents a professional image especially when dealing with customers.
Describes the consulting process and relationship with clients.
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.
Level Working Knowledge:
Applies an assigned technique for critical thinking in a decision-making process.
Identifies obtains and organizes relevant data and ideas.
Participates in documenting data ideas players stakeholders and processes.
Recognizes clarifies and prioritizes concerns.
Assists in assessing risks benefits and consideration of alternatives.
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.
Level Basic Understanding:
Describes non-verbal behaviors that influence the interpretation of the message.
Cites examples of effective and ineffective communications.
Explains the importance of effective business communication.
Speaks/writes using correct language mechanics and gestures.
Problem Solving: Knowledge of approaches tools techniques for recognizing anticipating and resolving organizational operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Level Working Knowledge:
Identifies and documents specific problems and resolution alternatives.
Examines a specific problem and understands the perspective of each involved stakeholder.
Develops alternative techniques for assessing accuracy and relevance of information.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities duties and effort required of employees assigned to this job. At the discretion of management this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act
Relocation is available for this position.Visa sponsorship is available for eligible applicants.Posting Dates:
July 16 2025 - August 5 2025Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
Not ready to apply Join our Talent Community.
Required Experience:
Manager
Employment Type
Full-Time
