Career Area: Product Support

Your Work Shapes the World at Caterpillar Inc.

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Role Definition Directs all activities and staff for technical field service programs for product installation, trouble-shooting, maintenance, repair, and customization.

Responsibilities Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization. Directs, motivates and develops the team. Supports the culture and values of the organization. Facilitates smooth workflow; ensures high standards and quality of technical work. Drives the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel. Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements.

Skill Descriptors 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 Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs and expectations.

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 Working Knowledge: Follows proper data gathering and analysis processes and policies. Reports problems that arise in the data collection process. Participates in gathering and analyzing an organizations data based on requirements.



Documents data from various sources and in various formats. Utilizes basic data collection and evaluation tools and techniques.

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 Working Knowledge: Provides a quality of service that customers describe as excellent. Resolves common customer problems. Responds to unexpected customer requests with a sense of urgency and positive action.

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 Working Knowledge: 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. Carries out the agreed-upon consulting assignment in a qualified manner.

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.

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.

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: Differentiates assumptions, perspectives, and historical frameworks. Evaluates past decisions for insights to improve decision-making process. 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.

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.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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