MineStar Training Support Manager

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 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.

Important:

- Dont forget to include a resumé in English in your profile in Workday

-Please frequently check the email associated with your application including the junk/spam 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 update s to your status.

Job Description Summary:

Caterpillars Mining Technology Enabled Solutions group a division of the Surface Mining and Technology Division is currently seeking a MineStar Training Support Supervisor to be located in this position you will provide leadership for the training development and delivery of customer (user) dealer (service) and support training worldwide for all MTES products. You will also develop implement and maintain effective product support strategies and processes between Caterpillar dealers and customers.

What you will do:

- Providing overall leadership and direction for MineStar Training team.

- Accountable for the design development maintenance implementation and evaluation of the effectiveness of various programs for MineStar training.

- Accountable for the maintenance and updates of MineStar training materials for changes and upgrades.

- Collecting voice-of-the-customer (VOC) voice-of-the-dealer (VOD) and voice-of-the-business (VOB) for MineStar training requirements.

- Providing guidance for the team in NPI training deliverables (user competencies materials simulations) for all MTES products.

- Ensure in language training is developed and deployable prior to NPI GW6.

- Developing and delivering user service and support training for MTES products to support implementations upgrades and customer performance issues.

- Maintaining a comprehensive learning management system to further the goals of MTES training.

- Developing and maintaining dealer and customer relationships.

- Supporting the development of sales marketing materials for service and user support functions.

- Responsibility for tracking and achieving a profit (1.2 level) through training engagements. - Marketing awareness by benchmarking training trends to offer effective and recurring training.

- Establishing and monitoring metrics to assure a sustainable training offerings.

- Accountable in providing technology process support to MTES product support staff both Cat and dealers.

- Accountable for tracking and managing all product support metrics and targets as related to MTES products.

- Accountable for working with Cat and dealer support staff to identify and resolve support process issues.

- Working with internal partners to establish product support strategies aligned processes and related metrics.

- Owning and documenting support processes for Caterpillar and dealers.

- Manage and track metrics that drive an improvement to the number of customers who pay MineStar premium support

- Accountability for all personnel issues; performance evaluations of subordinates; and developing and training of subordinates to ensure staff expertise and provide an adequate staffing pipeline (succession planning).

Skills:

Customer-Centric Excellence: Knowledge of the values practices and techniques that prioritize customer needs and satisfaction in all business decisions. Ability to deeply understand customer expectationswhether internal or externaland leverage that insight to develop tailored solutions. Demonstrates a commitment to delivering outstanding service and consistently exceeding customer expectations both directly and indirectly.

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. Communicate effectively across product industry dealer and customer audiences to ensure strategic and tactical alignment.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers. Good human relations skills are required to develop a cooperative work relationship with others.

Basic requirements:

- Bachelors degree

- MineStar product support experience

- Pre-Advanced English

Top candidates will also have:

- Prior leadership experience

- 6 Sigma Green Belt or Black Belt experience

- Flexibility to adjust to local cultural and business climates

- Superior planning and coordination capabilities along with self-reliance

Additional information:

- This position requires the ability to attend global meeting times to support global issues this includes early morning and late evening meetings.

- Position requires up to 50% of travel

- This position requires working on-site five days a week.

Some of the offered benefits*:

Medical plan

Dental plan

Medicines reimbursement

Psychological Legal Social and Finance Support Program

Private pension plan

Profit share

Meal assistance

Christmas basket

Transportation

Life and personal insurance

Extended maternity and paternity leave

Employee resources group (Young Professional Women in Networking LAMBDA (LGBTQIA) Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail @hotmail etc.) to contact candidates. Available vacancies are only advertised through the companys official channels ( and official Caterpillar emails are mandatory followed by the domain @. Also the company does not request any type of payment (bank transfer pix etc.) for the purposes of the selection process. For more information click on the link: Dates:

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

Not ready to apply Join our Talent Community.