Career Area: Product Support :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.Caterpillar MiningTogether with our customers, were committed to finding new ways to mine better optimizing every aspect of the mining operation to create sites that achieve the highest levels of safety, efficiency, productivity, and sustainability.We leverage the breadth of Caterpillar and Cat dealer capabilities and expertise, bringing together the right people, products, technologies, and services to provide holistic solutions that meet your site-specific needs no matter the size, type, or complexity of your operation.Role SummaryProvides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.What You Will DoAddressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.Identifying issues and determining appropriate course of action for effective resolution.Processing results from analysis of technical data.Understand prime product or component health or status, if action is needed, and required next steps.Skills You Will HaveCustomer 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.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: 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.Top candidates will also bring:Experience in mining will be advantageousAn understanding of machine inspectionsOil sampling knowledge.Understanding of earth moving and construction industry will be advantageousAdditional InformationNo relocation package will be offered.A hybrid role will be required to be in the office 3 times a week.What We Offer:From day one, youre set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company.You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, its important to do work that matters.About CaterpillarCaterpillar Inc. is the worlds 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, weve 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.Posting Dates:Caterpillar is an Equal Opportunity Employer (EEO).Not ready to apply? Join our Talent Community .
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