Service Information 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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within PSLD as within all of Caterpillar our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts DistributionofCat Parts Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities technology and operational excellence.

Job Summary

The Service Information Division (SID) within the Global Services Technical Information Solutions (TIS) Department is accountable for creating and managing service information (Specifications Systems Operation Test and Adjust Periodicals OMMs Schematics Disassembly & Assembly and Troubleshooting) for customers and dealers. The information is delivered via SIS 2.0 SIS2GO App Channel1 and paper manuals. The division is global with operations in Chennai India and Peoria US. This position manages a team that delivers Schematics Advanced Troubleshooting and Animations. The team is based in Chennai India.

What You Will Do:

• Manages resources and development of service information data and/or technologies.
• Drives Lean culture and innovation to achieve operational excellence and superior customer experience by understanding the technical information needs of dealers.

• Creates and maintains an engaging organizational climate that encourages teamwork commitment employee growth and a sense of urgency toward business success.
• Ensure all NPI deadlines are met and SID operational goals are achieved
• Develop collaborative relationships across the Service Information Division Dealers and Product Groups to ensure operational goals are accomplished.
• Lead SID / TIS-wide projects that result in greater process efficiency and increased value to customers and dealers
• Provides day-to-day guidance coaching development and support to technical staff.

What You Have:
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.

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. Follows proper data gathering and analysis processes and policies.

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.

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.

Problem Solving: Knowledge and hands on experience 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.

Relationship Management: Knowledge and hands of experience in relationship management techniques; ability to establish and maintain healthy working relationships with Global Service teams Product Groups Dealers and Peers.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Provides effective technical solutions to routine functional challenges via sound technical competence effectively examining implications of events and issues.

Additional Information:

• Bachelors level degree
• Knowledge of Service information authoring tools and processes
• Highly developed people skills for leading coaching and developing people
• Lean Leadership and Knowledge of the NPI process
• Demonstrated excellence in a global team environment
• Ability to translate high-level strategy into actionable plans
• Ability to lead projects and drive results with high autonomy
• Strong skills in change management and gaining commitment

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however as a global company Caterpillar offers many job opportunities outside of India which can be found through our employment website at You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage because we value your performance we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave flexi leave medical and insurance (prorated based upon hire date).

Final Details:

Please frequently check the email associated with your application including the junk/spam folder as this is the primary correspondence method. If you wish to know the status of your application please use the candidate log-in on our career website as it will reflect any updates to your status.

If you are interested in joining our team please apply using an English version of your CV. We look forward to meeting you!

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.

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.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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