Career Area:
Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you'rejoining 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'tjust 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 Title: Senior Product Support Operations Consultant
Travel: Extensive travel up to 75% of working time
Closing date: 1st July 2024
Job Reference : R0000259982
JOB PURPOSE: To contribute to the Caterpillar and dealer business plan by increasing effective product support capability and efficiency and enhancing customer satisfaction with technology products through execution of technology change enablement services that accompany MineStar technology deployments. The position supports district office and dealers in achieving parts and service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar parts, service, and products.
JOB RELATED STATISTICS: Dealers supported: Supports multiple complex dealers and customers
JOB DUTIES: This position is responsible to identify and prioritize areas to improve dealer parts operations efficiency and profitability with target dealers and develop an action plan. They are accountable for its implementation and to capture the associated business performance improvement. Incumbent is very familiar with the company's products, organization, processes, policies, systems and methodologies. Incumbent is accountable for identification, analysis and resolution of parts needs and problems in assigned discipline. Position performs complex analysis work, identifies and resolves problems that are more strategic in nature. Challenges include developing and meeting expectations in delivering results, identifying and recommending alternative courses of actions, making timely decisions and developing greater communication skills. Collaborates with other Caterpillar teams on negotiations, builds consensus and achieves resolution.
Through standardized workshops and consulting practices, the incumbent will ensure the coaching of all organizational levels to embrace and demonstrate the acceptance of the change, will direct and oversee the development of systems of accountability, and will guide customer teams through the development and deployment of improved processes that maximize the return on investment in technology and their people. The incumbent will collaborate with Caterpillar teams, where needed, to define and implement the contractual scope of work, identity future business opportunities, obtain business referrals and guide the customer's overall, technology implementation and change initiative. The incumbent will also formulate a strategic plan with the customer to ensure successful execution of the change initiatives, develop relationships with customer executives to ensure effective leadership, allocate and deploy resources necessary to meet customer needs, coordinate and oversee all customer change activity.
The incumbent is a liaison among dealers, customers and other Caterpillar personnel and is a role-model of all values and behaviors expressed and taught by Caterpillar.
Primary roles of the incumbent include: Consulting dealers in developing warehousing, distribution, logistical and operational strategies that increase product support performance in parts and technology and meet customer business needs. Improving velocity of the supply chain through lead time reduction and freight management. Monitoring dealer parts operations metrics, identifying process improvement opportunities, and engaging dealers to deliver improvement results. Supporting dealers on information systems including advantages and shortcomings for dealer parts operations. Serving as a dealer advocate in implementing Caterpillar policies and practices. Improving dealer capability and efficiency through training and communications. Work closely with regional commercial teams on early engagement with technology customers to ensure alignment for change enablement activities. Consulting customers in lessons learned experienced by Caterpillar, Customers and Dealers from previous technology deployments. Conducting site assessments for technology customers and collaborating with each customer to design an effective change enablement plan. Administer customer satisfaction assessments. Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from continued experience in their role, enhancing communication and people relationship skills, improving problem solving and analysis ability, building and using business skills, enhancing use of Caterpillar systems and developing leadership abilities. Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.
BACKGROUND/EXPERIENCE: This position requires a college or university degree or equivalent experience. Incumbents usually have had 6 to 8 years prior experience in marketing, consulting, product or logistics and have demonstrated the ability to work independently, influence senior leadership, and lead change in the work group, dealer personnel and customers. Incumbents will have demonstrated the ability to set strategy, lead projects independently, and work on larger scale with more complex assignments. They will provide direction and coaching to other consultants on project assignments. Strong analytical skills are required to perform detailed analysis, data interpretation, and to develop business solutions independently.
To apply for this position please Log onto Caterpillar Careers (http://www.caterpillar.com/en/careers) > Careers > Search and apply > paste the job number from then advert into the search box and then follow the application process.
NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined. Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting.
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Posting Dates: Caterpillar is an Equal Opportunity Employer (EEO).
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