Provides first line of operational support to the customer through coordination of services and is accountable for the day to day performance, product health, and execution of contract deliverables.
Deliver all contract obligations and performance of the agreement contract in collaboration with Caterpillar dealer network and customer.
Coordinates services including overhaul and maintenance of customer equipment with Caterpillar, multiple dealers, or customer personnel.
Provides technical and commercial support.
Ensure compliance relative to competition law / anti-trust regulations working with multi dealers.
What You Will Have
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. 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. 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. Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Education and Experience
Bachelor degree or 3+ years related field experience with Caterpillar engines and understanding of operations and servicing, previous experience with advanced technical management, project management experience involving customer care. Behavioral Skills
Ability to work effectively under pressure, high sense of urgency and ability to influence for results is essential. Strong accountability, proactive planner, and organizer. Highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations. Demonstrated ability to communicate appropriately to ensure a team's success. Able to communicate with various levels of management at customer and dealer level. Desired Qualifications
Deep understanding/experience of the marine industry. Good knowledge of Caterpillar policies, standards, procedures, and a broad understanding of Caterpillar's organization. Knowledge of Caterpillar digital technologies. Knowledge of Caterpillar dealership network. 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. Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. Benefits
25 days annual leave. Up to 12% Bonus. Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%. Contributory share scheme - Caterpillar will match 50% of the employee's contribution. Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase. Flexible working arrangements will be considered for this role, in-line with the needs of the business. About Caterpillar Marine
Caterpillar Marine, with headquarters in Houston, Texas, offers premium power solutions for a wide range of marine applications. With decades of experience designing engines and aftertreatment solutions, Caterpillar Marine products set the standard for quality, performance, and reliability. Caterpillar is dedicated to providing our customers with products that will lead to their success. With Customer Value Agreements (CVAs), customers can take advantage of an extensive array of service options that can be tailored to their specific needs. Combined with our digital solutions, a CVA can provide valuable insights to engine health and performance. The global sales and service network is ready to support customers in tug, offshore, inland waterways, fishing, governmental, dredge, ferry, and yachting wherever they are.
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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. 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. 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. Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Education and Experience
Bachelor degree or 3+ years related field experience with Caterpillar engines and understanding of operations and servicing, previous experience with advanced technical management, project management experience involving customer care. Behavioral Skills
Ability to work effectively under pressure, high sense of urgency and ability to influence for results is essential. Strong accountability, proactive planner, and organizer. Highly developed interpersonal skills to deal with sensitive, emotional or potentially controversial situations. Demonstrated ability to communicate appropriately to ensure a team's success. Able to communicate with various levels of management at customer and dealer level. Desired Qualifications
Deep understanding/experience of the marine industry. Good knowledge of Caterpillar policies, standards, procedures, and a broad understanding of Caterpillar's organization. Knowledge of Caterpillar digital technologies. Knowledge of Caterpillar dealership network. 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. Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. Benefits
25 days annual leave. Up to 12% Bonus. Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%. Contributory share scheme - Caterpillar will match 50% of the employee's contribution. Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase. Flexible working arrangements will be considered for this role, in-line with the needs of the business. About Caterpillar Marine
Caterpillar Marine, with headquarters in Houston, Texas, offers premium power solutions for a wide range of marine applications. With decades of experience designing engines and aftertreatment solutions, Caterpillar Marine products set the standard for quality, performance, and reliability. Caterpillar is dedicated to providing our customers with products that will lead to their success. With Customer Value Agreements (CVAs), customers can take advantage of an extensive array of service options that can be tailored to their specific needs. Combined with our digital solutions, a CVA can provide valuable insights to engine health and performance. The global sales and service network is ready to support customers in tug, offshore, inland waterways, fishing, governmental, dredge, ferry, and yachting wherever they are.
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