at Caterpillar, Inc. in Peoria, Illinois, United States
Job Description
Career Area:
Product Support
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.
Our ?Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. ?
We’re? committed ? to?our customers, who build a better world with our products, services, and solutions. We understand and?show?the?value of why they should always choose us. We’re exploring new ideas and opportunities -? innovating ?to discover the breakthroughs necessary for tomorrow’s growth.??
Through it all,?we?are?one team (https://www.youtube.com/watch?v=mYIDne7Q5ek&list=PLwAXbfivFg0jmiNqqgFLeQJpRB\i-UVln&index=39) ?- creating and delivering world-class components and solutions superior to the competition.??Learn more about the?Caterpillar?Experience (https://www.youtube.com/watch?v=GvCYWtWARlk&list=PLwAXbfivFg0jmiNqqgFLeQJpRB\i-UVln&index=25) .
Job Summary
The Service Data Development organization with our Global Dealer Services Division create and deliver the repair options that includes parts, labor, timing, consumption, and structure for dealer service of Caterpillar products. Service Data is the core information that Dealer’s leverage to quote and repair equipment.
This team has an opening for a leadership position that will manage a global team of 5-7 direct reports and is accountable for defining the end-user service data information delivery strategy, which includes Service Option Collaborator (SOC), Service Option Viewer (SOV), Calculator Web, Webservices, Cat Certified Rebuild (CCR) application, and Servicedata.cat.com. Service Data tools are the center of Dealer service events. Service data feeds multiple downstream systems critical Caterpillar applications such as VisionLink 3.0, Cat Inspect, Parts.Cat.Com, Service Information Systems (SIS 2.0), Lens Service, and Value Selling Tool (VST) to name a few. Service information tools also feed critical service data to Cat Dealer systems to enable standard jobs and CVA initiatives.
Working extensively Cat Digital technical development teams, our dealers, and the Service Data development team in the Global Services Division, this position will be accountable for defining the business requirements for service data information delivery, setting the business strategy, prioritizing future system development, enabling analytics, and integration of service data with downstream partners. This position will also partner with the Service Data development team to ensure the delivery strategy support that service data is more visual, easier to find, and simpler to create.
Additional Info :
+ This is a hybrid position located in Peoria, IL.
+ Our team embraces flexibility through a hybrid work model. In addition to working onsite at our facility in Peoria, IL, our hybrid work model allows employees the flexibility to work from home based on business need.
+ Domestic relocation assistance is available for this position.
+ This position may require you to travel up to 10% of working time, both international and domestic travel.
What Y ou W ill D o :
This position will be responsible for the development strategy of the Service Data suite of tools and is recognized as an expert in their technical or business sub-domain. The Service Data Manager will assist in the development of the strategic roadmap, platform multi-generation plan, develop a detailed project plan, and governance for Service Data applications. Key areas of accountability related to their respective platform include participating in strategic meetings to integrate and build product support capabilities; provide business capability roadmap and application evolution plans; act as a researcher and evaluator of new product supplier capabilities, information or integration enhancements.
+ Provide leadership to a team focused on the development and execution of the strategy for technical information delivery to end-users
+ Define the Service Data information delivery strategy, set business requirements, and prioritize ongoing enhancement needs
+ Partner very closely with the business partners, Dealers, Service Data development team, and Cat Digital to ensure business needs are met and projects are executed on time
+ Create and maintain an organizational climate/culture which encourages innovation, collaboration, commitment, and a sense of urgency toward business success; involving and integrating key stakeholders to insure project success, communicating and aligning with business strategy, goals, and direction; and continuous development of individuals and the organization.
+ Have a high technical focus and broad dealer business understanding.
+ Lead the deployment (and subsequent releases) of Service Data tools with end-users, which includes successful execution of end-user pilots and the associated learning and adoption plan
+ Responsible for ensuring the business success of Service Data application investments
What Y ou H ave :
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.
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.
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 behaviors.
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.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
What Will Set You Apart :
+ Experience working in product support; preferably with dealers and/or dealer ERP systems in product support
+ Experience defining requirements, executing user testing, implementing new features in cloud based applications, and deploying across multiple regions or branches
+ Excellent skills in team leadership, people development, organization, process management, collaboration, change management, attention to detail, and data analytics/interpretation
+ Bachelor’s degree in engineering, computer science, data analytics, business
+ Strong financial and busine
