New Jobs at Caterpillar Inc.

Role Definition

• In this position you will apply your knowledge of products, technology, industry experience to support Caterpillar, dealer and customer expectations and needs.

What you will do:

• Advising dealers on marketing, sales and customer-related strategies, systems, and processes
• Counselling dealers in developing increased human performance capability such as identifying performance gap solutions.
• Advising on existing and potential customer experience issues and improvement measures such as recommending ways to enhance market coverage and customer experience through training, technology enabled and bundled solutions, etc.
• Consulting with dealers on process improvement methods and assisting with process evaluation.
• Overseeing and promoting programs that increase sales while achieving price realization and profit margins.
• Continuing to develop required proficiency level in the specified capabilities and skills. 
• Individuals in this position must understand and keep current on customer/dealer market and needs and understand how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, process improvement, etc.

What skills you will have:

• Completed university degree in Engineering, Business or Finance or equivalent experience in Marketing and Sales and customer-related strategies.
• Proven experience in process improvement / process evaluation focused on customer experience.
• Exposure or experience in dealer performance capability management and performance gaps solution identification
• 3 to 5 years’ experience in field assignments, ideally in Marketing, Sales or Strategy in similar industry
• Experience in complex data analysis and Strategic execution.
• Ability to understand and influence impact around revenue, pricing and profit margins.
• Experience in market coverage, market research, market trends in a similar industry.
• Project Management certification and/or experience is an advantage.
• Proven experience in stakeholder management – influencing, driving execution, project governance, process mapping among others.

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What you will do :

• Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.
• Drive and support Dealer Product Problem Management process.
• Building dealer's technical capabilities to identify and repair product deficiencies.
• Providing technical guidance and counselling dealers on presentations designed to inform customers of service advantages.
• Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
• Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.

Skills you will have:

• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
• Project Management: Knowledge of effective project management strategies and tactics; ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources to achieve project objectives.
• 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.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• 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 behaviours.
• Problem Solving: 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top candidates will also have:

• A completed bachelor’s degree in engineering or related field.
• 6 years minimum experience in a similar role.
• Strong technical capabilities.
• Demonstrated ability to work autonomously in a fast-paced environment.
• Previous experience of working in a multinational company.
• Travel time: on average 50% within Southern Africa.