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.
Provides operational management, support and leadership to field representatives to ensure customer satisfaction is achieved, field issues are resolved, and compliance obligations are met.
What you will do:
Plan and organize assignments. Dispatch Field Service Representatives to ensure timely response to customer requests, scheduled maintenance, commissioning, and other customer related activities.
Hire, assign tasks to, review work for, managing the performance of, and ensure training for subordinate staff in accordance with organizational policies, procedures, and performance management processes.
Timely review and approval of field employee work orders to ensure prompt customer invoicing.
Promote sales growth by advising on customer activities and achieving specific customer call targets. Assist in the resolution of turbomachinery issues detected in the field to ensure customer satisfaction.
Ensure all equipment and material is picked up/delivered/installed from/to/at all customers in accordance with company guidelines and policies, customer expectations, and government regulations.
Partial Relocation is available for this position
This position is based out of the Pittsburgh District Office.
What you will have:
Degree Requirement
Degree or equivalent experience desired.
Skills Necessary for the Role:
Knowledge of Organization: Knowledge of the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to understand the value of aligning capabilities with business goals to support optimal performance.
Level Working Knowledge:
Applies organization's operating principles and practices within own business unit.
Supports the mission, vision, and objectives of own department or unit.
Assesses local and industry examples of acceptable and unacceptable business practices.
Obtains information regarding key players, key issues, and key strategies in own unit.
Specifies the roles and responsibilities of own business unit.
Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
Level Extensive Experience:
Mediates and resolves conflicts among individuals, groups, and departments.
Practices positive collaboration and converts difficult interactions into productive ones.
Guides participants in a conflict to rethink their current views.
Demonstrates good judgment in deciding when to involve a third party.
Makes parties aware of case studies of constructive and destructive conflicts.
Surfaces disagreements in early stages.
Resource Management: Knowledge of the resources required to achieve business objectives; ability to plan, mobilize and distribute resources to fulfill business objectives and plans.
Level Extensive Experience:
Specifies the critical resource needs required to accomplish organizational objectives.
Applies specific metrics to analyze and revise resource requirements.
Updates resource requirements by identifying and responding to changing needs.
Ensures adequate, qualified resources are available, commensurate with the size and complexity of
activities; mobilizes resources needed to get things done.
Develops methods for maximizing resource utilization (re-engineering, outsourcing, automation, etc.).
Negotiates with key stakeholders to obtain required resources.
Customer Service Management: Knowledge of customer…