Career Area:

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.

Role Definition

Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

Responsibilities

• Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.

• Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.

• Identifying issues and determining appropriate course of action for effective resolution.

• Processing results from analysis of technical data

• Understand prime product or component health or status, if action is needed, and required next steps.

Skill Descriptors

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.

Level Extensive Experience:

• Facilitates creation of the 'right' products and services to resolve customer business issues.

• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

• Advises others on creating customer focused environments in various scenarios.

• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.

• Communicates and models the criticality of customer focus as an organizational strategy.

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.

Level Working Knowledge:

• Follows proper data gathering and analysis processes and policies.

• Reports problems that arise in the data collection process.

• Participates in gathering and analyzing an organization's data based on requirements.

• Documents data from various sources and in various formats.

• Utilizes basic data collection and evaluation tools and techniques.

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.

Level Working Knowledge:

• 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.

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.

Level Working Knowledge:

• Explains the requirements, deliverables, costs, and criticalities of the assignment.

• Participates in developing consulting opportunities or assignments.

• Uses formal and informal means to keep client informed on progress and issues.

• Carries out the agreed-upon consulting assignment in a professional manner.

• Documents client's objectives and project scope.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Level Basic Understanding:

• Explains characteristics and steps in an effective decision-making process.

• Identifies issues and communicates with others when a decision needs to be made.

• Names decision makers in own environment and cites examples of past decisions.

• Describes types of decisions incumbent may and may not make in own job or function.

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.

Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.

• Listens to feedback without defensiveness and uses it for own communication effectiveness.

• Makes oral presentations and writes reports needed for own work.

• Avoids technical jargon when inappropriate.

• Looks for and considers non-verbal cues from individuals and groups.

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.

Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.

• Organizes potential problem solvers and leads problem resolution efforts.

• Uses varying problem-solving approaches and techniques as appropriate.

• Contributes to standard practices for problem-solving approaches, tools, and processes.

• Analyzes and synthesizes information and devises alternative resolution strategies.

• Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:

• Provides prompt and effective responses to client requests and interactions.

• Monitors client satisfaction levels on a regular basis.

• Alerts own team to problems in client satisfaction.

• Differentiates the roles and responsibilities in a business relationship.

• Works with clients to address critical issues and resolve major problems.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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