Senior Parts & Services Consultant

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 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. 

Job Summary

Support dealers to put together strategies to growth in CI rebuild space. This position will work hand in hand with Dealers to establish Rebuild Processes and Go To Market Strategies. This position will act as a consultant in the CI Rebuild space

What You Will Do

• Assessing Dealers Rebuild operations.
• Understanding Dealers Rebuild Operations and Go to Market Strategies and Recommend solutions.
• Leading Rebuild Deep Dive Initiatives: Identifying new opportunities and creating lifecycle solutions to address unmet customer needs within CI Rebuild Models
• Maintaining Internal Communications: Ensuring Rebuild Deep Dives aligns with organizational changes and proactively communicating these to MBD and Product Group partners.
• Establishing Clear Guidance to Execution of Rebuild Action Plans: Creating benchmarks to review the effectiveness of Rebuild Strategies and fostering a collaborative feedback framework

What You Have

• Deep Knowledge on Repair Options and Rebuild process and business
• Deep understanding of Dealer Rebuild operations
• Data analytic skills

Top Candidate Will Also 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.

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

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.

• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Recovers from a service failure in a way that enhances customer's esteem of the organization.

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.

• 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.

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.

• Delivers helpful feedback that focuses on behaviours without offending the recipient.
• Makes oral presentations and writes reports needed for own work.

Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

• Gives examples of decisions and who influenced whom in the decision.
• Describes key concepts of influencing.

 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.

• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

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

• Provides prompt and effective responses to client requests and interactions.
• Works with clients to address critical issues and resolve major problems.

 Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.

• Implements the group's go-to-market strategy.
• Raises awareness of potential strategic alliances and partnerships.
• Makes sound recommendations when faced with complex and contradictory alternatives.

Additional Information

• Business travel required for this role - approximately 50%.
• No ISE/Payroll Transfer or Relocation will be supported.

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

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.

How We Support You (Employee Benefits):

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus and additional benefits.