Career Area:
Marketing / Sales / Product Support
Job Description:
At Caterpillar, we work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn't be the Caterpillar we are today. Now, this is your chance to join our team and do work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive. We are looking for a dynamic individual to join our Americas Distribution, Service & Marketing (ADSM) Division.
The Technical Information Solutions (TIS) team, within Global Service (Americas Distribution Service & Marketing), create and deliver the technical parts and service information critical for the repair and service of Caterpillar products. Not a part gets sold, nor a machine or engine repaired, without the use of the information created, managed, and delivered by this team. With over 300,000 users globally, Service Information System (SIS) is the backbone of dealer and customer product support operations and is also closely connected to several other critical Caterpillar applications such as parts.cat.com .
As a Service Technology Consultant who will be accountable for driving the end-user technical information strategy through the SIS2.0, SIS2GO, and Remote Service platforms. The Service Technology Consultant will formulate and sustain lasting business relationships with dealer product support leadership to define, pilot, and execute the formal deployment, training, and adoption strategies for critical feature enhancements to SIS2.0, SIS2GO, and Remote Service. This individual will also partner with the TIS partner with the TIS parts and service information teams to ensure the delivery strategy supports the mission to transition technical information to be more visual, easier to find, and simpler to create.
Responsibilities:
Develop a thorough understanding of SIS2.0, SIS2GO, Remote Service, and CatET, including their use, importance and value within both dealer and customer product support expert, the first point of contact for dealers and district field teams, to manage inquiries through successful resolution within assigned region(s)
Lead the product definition in efforts for the SIS2GO Retail platform
Assume full ownership and accountability for dealer awareness, deployment, and adoption of SIS2.0, SIS2GO, and Remote Service adoption and enhancements within assigned dealers and districts
Partner with user to identify the critical customer and business requirements for successful development and adoption of SIS platforms, working swiftly to resolve any barriers
Actively pursue value creation through futuristic ideas and concepts to further efficiencies for SIS2.0 and SIS2GO app users, building business case(s) to support
Represent voice of the dealer in all decision for future SIS platform enhancement priorities
Serve as single-point of contact to communicate feature adoption status with districts, dealers, and industry teams within assigned territory, ensuring all goals are met per agreed timelines
Act as a TIS Service Innovation product expert
Other duties as assigned by Caterpillar management from time-to-time
Basic Requirements:
Bachelor's degree in Business, Marketing, Engineering, or a related discipline
2 (plus) years experience working with dealers and/or customer account management, ideally in product support eCommerce
Ability to travel domestically up-to 10% of the time
Top Candidates will also have:
Product support related field experience
Strong customer focus, thorough knowledge of Caterpillar, dealer, and customer operations
Demonstrated skills in planning, project management, change management, and business process improvement
Desire to work in a fast-paced environment
Familiarity with internal Caterpillar systems (SIS Web, CatET, SIMS, TMI, etc.)
Eagerness to learn new technologies
Additional Information:
This position has the ability to work remote anywhere in the United States
This position does offer relocation assistance
#LI-REMOTE
#BI
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 www.Caterpillar.com/careers .
Relocation is available for this position.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
