Career Area : Product Support

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining 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 don't 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.

Job Description : Role Definition

- Manages processes and initiatives associated with Digital and dealer/customer related strategies to ensure dealers deliver superior customer experience and business growth.

Responsibilities

- Governs dealer execution of several strategically key Digital initiatives to support business growth while working with various stakeholders to drive adoption of new technology.
- Enables revenue growth by ensuring dealers continue to grow their connected assets population and e-commerce customer adoption.
- Actively supports dealers by being a trusted advisor on Digital projects prioritization, ensuring resources are allocated to execute accordingly.
- Leads processes improvement on areas such as data management, platform deployment and technology adoption to deliver the best customer experience.

Competency 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.

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- 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.

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.

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- 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.

- Provides direct service to internal or external customers.

- Documents customer complaints in a timely manner.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Level Working Knowledge :

- Demonstrates experience participating in productive collaborative processes.
- Under guidance, initiates collaborative meetings.
- Assists in communicating shared goals with diverse groups and parties.
- Helps promote collaboration across generations, functions, regions, and levels.
- Helps solve business problems and meet business goals through collaborative processes.

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- 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 professional manner.

- Documents client's objectives and project scope.

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.

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- Level Working Knowledge**:

- Applies an assigned technique for critical thinking in a decision-making process.

- Identifies, obtains, and organizes relevant data and ideas.

- Participates in documenting data, ideas, players, stakeholders, and processes.

- Recognizes, clarifies, and prioritizes concerns.

- Assists in assessing risks, benefits and consideration of alternatives.

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- Level Extensive Experience**:

- Reviews others' writing or presentations and provides feedback and coaching.

- Adapts documents and presentations for the intended audience.

- Demonstrates both empathy and assertiveness when communicating a need or defending a position.

- Communicates well downward, upward, and outward.

- Employs appropriate methods of persuasion when soliciting agreement.

- Maintains focus on the topic at hand.

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- Level Working Knowledge**:

- Identifies and documents specific problems and resolution alternatives.

- 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.

📌 Digital Operations Representative (Delhi)
🏢 Caterpillar
📍 Delhi