Job Description

Career Area: Marketing / Sales / Product Support

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As a Service Operations Consultant at Caterpillar, you will contribute to the Caterpillar and dealer business plan. You will increase service profitability, effective service capability and efficiency and contribute to dealer service product growth and enhance customer satisfaction. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and developing greater communication skills.

Job Duties/Responsibilities may include, but are not limited to:

Driving execution of strategic Service Operations initiatives as identified by Leadership Tables, Operational Excellence Program and Services Growth Strategies. Can also include management of projects with dealers throughout Europe, Africa, Middle East and Central Asia.

Conducting the Service Excellence Program assessment with assigned dealers, establish and execute action plans and governance reviews to improve dealer capabilities.

Be the main Service Operations contact for District Managers, Field Reps as well as various other internal business partners and provide subject matter expertise to improve service operations capacity and capability.

Provide direction and training to less experienced personnel.

Perform complex analysis work; identify and resolve strategic problems.

Be an expert in process improvement methodologies to improve dealer profitability.

Aligning strategies of the dealer Service Operations with Aftermarket Services, Industries and Caterpillar Distribution Services Divisions

Counsel dealers to develop increased human performance capability (i.e. assess, identify and implement performance gap solutions).

Assist dealers in business planning; counsel dealers and recommend changes to facilities, tooling, systems and effectiveness.

Advise dealers on information systems; identify and communicate value and shortcomings of systems to Caterpillar and other dealers.

Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, warranty policy.

Apply knowledge of products, technology, industry, and product support, to support Caterpillar, dealer and customer expectations and needs and contribute to strategic planning.

Demonstrate skill in negotiation, build consensus and achieve compromise.

Keeping up with new industry trends through experience, stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.

Demonstrated ability to quickly understand dealer culture with the ability to translate that understanding into a tailored approach to selling the value of Service Operations

Required Qualifications:

A college or university degree in relevant field (e.g. Engineering, Business, Marketing) or equivalent work experience

6+ years experience in relevant industry

Able to work independently, to communicate effectively and to influence others in the work group, dealer personnel and customers.

Able to work on larger scale, more complex assignments and provide direction to more junior employees on project assignments.

Fluency in English (written and spoken)

Desired Qualifications:

8 to 10 years of job related work experience in field assignment

Project management experience / skills

Knowledge of Caterpillar products and dealer network

Additional languages would be an advantage

Caterpillar is an Equal Opportunity Employer (EEO).

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