Service Technology Specialist

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.

The Global Service team enables a differentiated and superior customer service experience resulting in sustainable and profitable services growth with a focus on safety quality and efficiency. The goal is to enable both dealer and customer service success byleveragingdigital capabilities technology world-class training andaccurateservice information to deliver the desired outcomes.

The Service Technology Specialist willidentifyand lead strategic projects and process improvement activities that support Caterpillars Services Growth Goalsthroughthe Cat Interact application. Thisprojectrole is a focal point for performing project management tasks with the dealer community includingestablishingand understanding current dealer goalsidentifyingopportunities for the Cat Interact application in the dealer and providing VOD to our Digital partners. Projects willinclude:onboarding new dealers to the Cat Interact solution informing dealers of new features and functionality and developingstrategic execution projects plans for assigned projects. Responsibilities include the overall success of the projects/programs including theestablishingof metrics/targets monitoringprogressand reporting status in dealer reviews.

Additional Information:

• Location: Peoria IL (United States)
• Required Travel: Up to 15% (Domestic)
• Relocation Assistance Offered: None.
• US Work Sponsorship Offered: None.

What You Will Do:

As a Service Technology Specialist you willidentifyand lead strategic projects and process improvement activities that support Caterpillars Services Growth Goals through the Cat Interact application. This project role is a focal point for performing project management tasks with the dealer community includingestablishingand understanding current dealer goalsidentifyingopportunities for the Cat Interact application in the dealer and providing Voice of Dealer (VOD) to our Digital partners. Projects will include onboarding new dealers to the Cat Interact solution informing dealers of new features and functionality and developingstrategic execution projects plans for assignedproject.

Responsibilities include the overall success of the projects/programs including theestablishingof metrics/targets monitoringprogressand reporting status in dealer reviews.

Job duties include but are not limited to the following:

• Lead dealer-facing Cat Interact projects (scope timeline deliverables documentation and status reportingincluding dealer reviews)

• Set and track metrics/targets; monitor progress and drive corrective actions

• Onboard and enable dealers (readiness configuration deployment milestones training/demos/job aids)

• Communicate new features process changes and best practices to dealers

• Analyze adoption/performance data toidentifygaps and improve outcomes

• Manage risks dependencies andissuespartner with Digital teams for resolution

• Drive continuous improvement through lessons learned standardization and governance support

What You Have (Basic Requirements):

Customer Focus:Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability toleveragethat 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.

Effective Communications:Understanding of effective communication conceptstoolsand techniques; ability to effectivelytransmit receive and accurately interpret ideas information and needs through the application ofappropriate communicationbehaviors.

Problem Solving:Knowledge of approaches tools techniques for recognizinganticipating 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 toestablishand maintain healthy working relationships with clients vendors and peers.

What Will Set You Apart (Top Candidates Will Have):

• Bachelors degree or equivalent experience
• Experience with project management and process improvement techniques
• Experience delivering on high impact projects or programs
• Experience with influencing change management
• Experience training small and large groups of individuals
• Experience with analyzing reports in Power BI
• Prior Dealer experience

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.

#LI

#BI

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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