Career Area:
Product Support
Job Description:
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.
Electric Power Division (EPD) has an opening for a Manager Product Support in located Dallas, TX, Lafayette, IN or Griffin, GA . In this role, you will provide in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.
About EPD
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!
What you will do:
Providing strong technical leadership to territory reps for gas products
Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
Prioritizing and implementing product improvements related to customer issues and manage cost impact.
Implementing service strategies for a given product to improve its repairability and maintenance.
Supporting dealers in product support excellence.
Travel : approximately 50%
What you will have:
Customer Focus: Level Working Knowledge: 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.
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: Level Working Knowledge : 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.
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.
Effective Communications: Level Extensive Experience : 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.
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.
Problem Solving: Level Working Knowledge : 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.
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.
Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management: Level Extensive Experience : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Communicates to clients regarding expectations of all parties.
Participates in negotiating the terms of the business relationship.
Conducts periodic reviews of work effort, progress, issues, and successes.
Maintains productive, long-term relationships with clients or vendors.
Creates opportunities to educate support teams on client priorities.
Empowers others to establish collaborative, healthy relationships.
Top Candidates Will Also Have:
Knowledge of Cat dealer network
Knowledge of gensets operation and application
Knowledge of controls
Demonstrated ability to influence
What You Will Get
Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.
Here you earn more than just a salary because we value your performance, we offer a total rewards package that provides day-one benefits:
Medical, dental and vision coverage
Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
401k savings plan
Health savings account (HSA)
Flexible spending accounts (FSAs)
Short and long-term disability coverage
Life Insurance
Paid parental leave
Healthy Lifestyle Programs
Employee Assistance Programs
Voluntary Benefits (Ex. Identity Theft Protection)
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to 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 at www.caterpillar.com/careers #LI
Relocation is available for this position.
Visa Sponsorship is not available for this position. 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 at www.caterpillar.com/careers.
Posting Dates:
February 23, 2024 - March 1, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .
There's more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.
Our culture, like everything at our company, is made possible by each employee's contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we've built.
