Training Consultant

at  Caterpillar

WHAT SKILLS YOU WILL HAVE:

Training Operations: Knowledge of training processes and procedures; ability to implement training-related tasks and programs to ensure smooth daily and strategic training operations.
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information in creating customized customer solutions.
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.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Superior communication skills – both written and verbal.
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: Superior relationship-building skills and the ability to execute through a team of Caterpillar, Dealer, and Customer personnel.

• Provide expertise in developing and delivering training modules, courses, and programs, ensuring that courses and materials are relevant to the organization’s customer service processes.
• Review and maintain training materials to ensure organizational policies and procedures compliance.
• Analyze new training methods, tools, and content options to determine the feasibility of use and application in future customer service training programs.
• Consult business partners on training requirements.
• Participate in quality assessment and improvement processes.
• Foster strong customer relationships via delivery of commitments, open communication, and ongoing feedback/improvement.
• Advise others on creating customer-focused environments in various scenarios.
• Anticipate customer needs, focusing efforts to meet needs and exceed customer expectations proactively.
• Measure and observe customer satisfaction levels to ascertain and implement service improvement alternatives.