AFA Senior Product Support Operations Consultant

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.

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar youre joining a global team who care not just about the work we do but also about each other. We are the makers problem solvers and future work builders who are creating stronger more sustainable communities. We dont just 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.

OurProduct Support and Logistics Division (PSLD)is one of the most innovative divisions within PSLD as within all of Caterpillar our priority is ourcustomers and helping them build a better world. We touch nearly everyelement 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.

As the AFA Senior Product Support Operations Consultant you will provide mainline and second level support for Applied Failure Analysis (AFA) as the companys expert.

Additional Information:

• Location: Peoria IL (United States)
• Required Travel: Up to 25% travel (Domestic International)
• Relocation Assistance Offered: None
• US Work Sponsorship Offered: None

What You Will Do:

The AFA Senior Product Support Operations Consultant role is a highly specialized technical position:

Advanced failure analysis beyond dealer capabilities and product group capabilities

AFA requests from end-user customers

Forensic-level root cause identification within Caterpillar

High-impact cases involving customers

Coaching & developing AFA trainers in Global Dealer Learning (GDL)

AFA content owner / coordinating AFA initiatives across the enterprise

High $ warranty / Goodwill claim support

Timely DSN ticket resolution

What You Have (Basic Requirements):
Education Requirement: Associates 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.

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.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative 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.

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.

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 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 of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.

What Will Set You Apart (Top Candidates Will Have/Preferred Skills):

15 years of experience working with dealers in product support

Completed AFA training at Caterpillar

Multiple years (2) of successful AFA case work

Ability to Disassemble and Assemble components according to Caterpillar guidelines (specifically Engine Drivetrain Hydraulics)

Strong technical writing skills

Ability to deliver unwanted news well

Exceptional organization skills

What You Will Get:

Through it allweareone team creating and delivering world-class components and solutions superior to the more about theCaterpillarExperience.

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.

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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. Qualified applicants of any age are encouraged to apply.

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