JOB SUMMARY:

The Product Support Operations Representative (PSOR) is responsible for contributing to the Caterpillar and dealer business plan and the enterprise target of doubling services growth. The focus for the PSOR is on increasing parts and service profitability, building effective product support capabilities and efficiencies, and supporting the creation and execution of initiatives that deliver customer satisfaction. This is a senior service operations focused field-based assignment and generally involves working with larger dealers and more complex issues. The individual performs complex analysis work, identifies, and resolves problems that are less tactical and more strategic in nature.

WHAT YOU HAVE (BASIC REQUIREMENTS):

Bachelor’s degree, preferably in Business, Marketing/Marketing Communications or Engineering

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.

• Anticipates customers’ needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of ‘Moments of Truth’ to customer service.
• Participates in developing a variety of effective ways to deal with difficult customers.
• Recovers from a service failure in a way that enhances customer’s esteem of the organization.

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.

• 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.

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.

• 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.

• 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.

• Communicates to clients regarding expectations of all parties.
• Participates in negotiating the terms of the business relationship.
• Conducts periodic reviews of work effort, progress, issues, and successes.
• Maintains productive, long-term relationships with clients or vendors.
• Creates opportunities to educate support teams on client priorities.
• Empowers others to establish collaborative, healthy relationships.

WHAT WILL SET YOU APART (PREFERRED SKILLS):

• 5+ years of previous work experience in the field, consultant or dealer development roles
• Ability to quickly build trust with Cat dealers and internal teams
• Experience developing improvement plans and executing for success
• Experience working across the matrix or with a broad range of groups to deliver results
• Proven ability to execute on complex assignments
• The ability to work independently most of the time
• 4DX/LEAN/Six Sigma certification

• Ensure dealers deliver on the best Customer Experience and enable Services Growth by focusing on continuous improvement of the following areas:
• Lead Service and Parts Operational Excellence Programs, ensure deployment, develop improvement action plans, set targets, and lead governance
• Ensure the parts and service department is profitable, efficient, and delivering the expected customer experience
• Lead capability improvement in key areas such as Contamination Control, Component Rebuild Center(CRC), Safety, Repair Options
• Continuously improving service operations with high customer experience such as Customer Value Agreement Accuracy, Work in Progress (WIP), Service and warranty dealer processes
• Lead Parts Operations improvements ensuring optimum customer availability measured by On Time in Full Parts availability
• Implement parts planning process with dealers, complete warehouse assessment action plan and increase planning through future planning actions such as Future Dated Orders
• Develop and govern execution of the Dealer technician plan, ensuring dealers optimum service personnel capability (i.e., assess, identify, and implement performance or capacity gaps)
• Develop and govern Capability & Capacity plan, ensuring dealers have plans to recruit and train technicians and service tooling in place to deliver on growth commitments
• Lastly, lead key Caterpillar strategic initiatives such as:
• Deploy and support new Caterpillar initiatives (SIS2.0, SIS2GO, remote Services, SOC, PCC/Cat Central, QR Codes, Cat Inspect, Service Commitment, Dealer Forward Planning parts, CVA) to develop dealer capabilities to improve dealer efficiency and customer experience
• Assist dealers in business planning including counselling dealers on and recommending changes to facilities, tooling, systems to improve efficiency and effectiveness.