Senior Parts Services Consultant

Career Area:Product SupportJob 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 CaterpillarCaterpillar Inc. is the worlds leading manufacturer of construction and mining equipment offhighway diesel and natural gas engines industrial gas turbines and dieselelectric locomotives. For nearly 100 years weve been helping customers build a better more sustainable world and are committed and contributing to a reducedcarbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.Job SummarySupport dealers to put together strategies to growth in CI rebuild space. This position will work hand in hand with Dealers to establish Rebuild Processes and Go To Market Strategies. This position will act as a consultant in the CI Rebuild spaceWhat You Will DoAssessing Dealers Rebuild operations.Understanding Dealers Rebuild Operations and Go to Market Strategies and Recommend solutions.Leading Rebuild Deep Dive Initiatives: Identifying new opportunities and creating lifecycle solutions to address unmet customer needs within CI Rebuild ModelsMaintaining Internal Communications: Ensuring Rebuild Deep Dives aligns with organizational changes and proactively communicating these to MBD and Product Group partners.Establishing Clear Guidance to of Rebuild Action Plans: Creating benchmarks to review the effectiveness of Rebuild Strategies and fostering a collaborative feedback frameworkWhat You HaveDeep Knowledge on Repair Options and Rebuild process and businessDeep understanding of Dealer Rebuild operationsData analytic skillsTop Candidate Will Also HaveCustomer FocusKnowledge 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.Fosters strong customer relationships via delivery on commitments open communication and ongoing feedback/improvement.Advises others on creating customer focused environments in various scenarios.Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.Service ExcellenceKnowledge 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.Resolves complex customer complaints or problems.Teaches others how to deliver excellent customer service in a variety of settings.Recovers from a service failure in a way that enhances customers esteem of the organization.ConsultingKnowledge of techniques roles and responsibilities in providing technical or business guidance to clients both internal and external; ability to apply consulting knowledge appropriately.Explains the requirements deliverables costs and criticalities of the assignment.Participates in developing consulting opportunities or assignments.Uses formal and informal means to keep client informed on progress and issues.Effective CommunicationsUnderstanding 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 behaviours.Delivers helpful feedback that focuses on behaviours without offending the recipient.Makes oral presentations and writes reports needed for own work.InfluencingKnowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.Gives examples of decisions and who influenced whom in the decision.Describes key concepts of influencing.Problem SolvingKnowledge 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.Examines a specific problem and understands the perspective of each involved stakeholder.Develops alternative techniques for assessing accuracy and relevance of information.Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.Relationship ManagementKnowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.Provides prompt and effective responses to client requests and interactions.Works with clients to address critical issues and resolve major problems.Strategic ThinkingKnowledge of the importance of big picture thinking and planning; ability to apply