Manager Customer Services

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.

About SPM Oil & Gas

SPM Oil & Gas a Caterpillar company provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally we deliver engineered oilfield and drilling equipment repair and certification mechanical and rotating equipment repairs and upgrades rapid prototyping of spare parts robust asset management operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.

The Role

We are currently seeking an Manager- Customer Services in Midland Texas. The Manager- Customer Services is responsible for overseeing daily operations across multiple shop functions including the pump shop flow iron shop and frac equipment maintenance. This role ensures operational efficiency safety compliance and quality standards are met while leading a team of supervisors and technicians.

What You Will Do:

• Manage and coordinate workflow across pump shop flow iron shop and frac equipment operations shop to ensure equipment readiness and timely deployment into the field.
• Collaborate with HSE teams to ensure compliance with safety regulations and environmental standards.
• Ensure all equipment is maintained repaired and tested according to standards.
• Monitor inventory levels and coordinate with logistics for timely replenishment of parts and equipment.
• Lead and mentor shop supervisors and technicians assisting with employee development and performance management.
• Drive initiatives and cost-saving measures across shop operations to improve the coordination of equipment from shop to field to reduce delays or miscommunication.

What You Have Skills Knowledge & Experiences:

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 Extensive Experience:

• Facilitates creation of the right products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments open communication and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

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 Extensive Experience:

• Advises on advanced data gathering and analysis methodologies and technologies.
• Oversees data gathering and analysis activities within the organization.
• Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
• Implements procedures and policies within a data processing function.
• Teaches others how to improve the validity and reliability of data used in various analyses.
• Evaluates best practices of data gathering and analysis within the industry.

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 Extensive Experience:

• Anticipates customers needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of Moments of Truth to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customers esteem of the organization.

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 Extensive Experience:

• Analyzes and fully documents client requirements.
• Applies experience to developing and executing multiple consulting assignments.
• Works with client to identify alternative solutions and associated pros and cons.
• Prepares proposals and presentations for a consulting opportunity.
• Manages all aspects and phases of a consulting relationship.
• Monitors consulting assignments versus expectations.

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 Extensive Experience:

• Differentiates assumptions perspectives and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative command or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

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 Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

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 Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches tools and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact 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.

Basic Qualifications:

• Must be at least 21 years of age.
• Have a clean driving record which generally means:
• No more than (2) moving violations within the last 12 months.
• No more than three (3) moving violations in the past three (3) years.

Additional Information:

• Relocation to Midland TX is available.
• Travel up to 10% of the time.
• This position is currently a fully onsite work model requiring you are onsite in Midland TX.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer such as H L TN F J E O.

As a global company Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at 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 we have 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.

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

Posting Dates:

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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