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.

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other.  We are the makers, problem solvers and future work 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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence.

We are looking for a dynamic, organized self-starter to join our Product Support and Logistics Division as a Senior Warranty Consultant within the Global Warranty team located in Peoria, IL. As a Senior Warranty Consultant, you’ll facilitate the dealer warranty auditing process ensuring that claims adhere to warranty policies and verify that dealer repairs & service documentation align with claimed details. This is accomplished through identifying dealers to audit and completing detailed review of paid claims and the supporting dealer documentation, and requires strong collaboration with dealer warranty & service personnel and Caterpillar Distribution Services Division (DSD) teams. You’ll have the opportunity to work with global dealers and multiple teams across Caterpillar as you identify and ensure implementation of process improvements.

Additional Information:

• Location:  Peoria, IL (United States)
• Required Travel: Less than 10% (Domestic & International)
• Relocation Assistance Offered: None
• US Work Sponsorship Offered: None

What You Will Do:

• Use risk analysis to identify dealers to audit
• Perform detailed review of claims and dealer service documentation and identify errors
• Initiate improvement plans with dealers and ensure implementation
• Review data, identify trends and make recommendations to mitigate risk and improve processes
• Conduct related training for both dealer and Caterpillar personnel
• Lead and represent Global Warranty through various continuous improvement projects
• Answer warranty related questions from dealers and internal partners

What You Have (Basic Requirements):

·         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. (extensive experience)

·         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. (working knowledge)

·         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. (working knowledge)

·         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. (extensive experience)

·         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. (working knowledge)

·         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. (extensive experience)

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

·         Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges, (working knowledge)

What Will Set You Apart (Top Candidates Will Have):

• A bachelor's degree
• 10+ years of relevant work experience
• Excellent skills in communications, collaboration and problem solving
• Direct experience working with Caterpillar dealers
• Deep understanding of dealer service operations and product repairs
• Ability to effectively handle difficult and/or sensitive situations with appropriate professionalism to achieve desired outcomes
• Knowledge of Caterpillar products, warranty policies and processes
• Knowledge of Caterpillar systems (SIMS, SCAS, Claimsi, PSCRM, SIS, etc)

What You Will Get:

This is Caterpillar – creating and delivering world-class components and solutions superior to the competition. Learn more about The Caterpillar Experience and why It's More Than a Job, it's a Career at Caterpillar.

Learn more about what happens inside Caterpillar’s Product Support & Logistics Division (PSLD).

About Caterpillar:

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 to 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.

#LI

#BI

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.  Qualified applicants of any age are encouraged to apply.

Not ready to apply? Join our Talent Community.