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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. JOB PURPOSE: To aggregate, correlate and create Caterpillar customer and dealer recommendations using the 5 elements of condition monitoring in order to provide critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs. These recommendations will improve customer loyalty, increase enterprise market share, and grow parts and service sales, while reducing the customer's costs through equipment management efficiency. JOB RELATED ACCOUNTABILITY: Provides equipment management services for at least 300 Product Link assets, 50 VIMS assets, or some combination of both. JOB DUTIES: Condition Monitoring Advisors (CMAs) will monitor the elements of S O SSM fluid analysis, equipment inspections, electronic data, repair history and site conditions to provide relevant recommendations as indicated by the data. This includes the following essential duties and responsibilities: Aggregate and correlate the five elements of condition monitoring, where all are available. Maintains working knowledge for each of the condition monitoring five elements with subject matter expertise in at least 3 elements. Provides equipment recommendations to Caterpillar dealers and customers. Uses enabling software tools & systems to prioritize and analyze condition monitoring data inputs. Extracts or is provided data from the appropriate business systems including customer, dealer and contractor sources. Provides information for equipment management lead tracking and resolution. Prepares standard written reports of recommendations for customers and their Caterpillar dealers on a monthly basis. Facilitates ongoing customer meetings with Caterpillar dealers, product groups, JSS and others as needed. Communicates verbal recommendations as required to customers and their Caterpillar dealers. Builds collaborative relationships & acts as a consultant with equipment management personnel. BACKGROUND/EXPERIENCE: 8 - 10 years in product support and/or engineering fields, with demonstrated on-machine troubleshooting experience. Strong customer service/contact experience, communication, and organizational skills are essential to success in this position. Possess the ability to work and provide direction in a team environment, and work with diverse groups of customers and business partners. Position requires initiative and ability to resolve issues either individually or through appropriate team guidance. A degree in engineering, business, marketing and/or equivalent application experience is highly desired. Working knowledge of engines, power train, hydraulic systems, Product Link™, VIMS, inspection process, equipment lifecycle planning, S O SSM Services, and the Service Information System is desired. Skill Descriptors 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. Level Extensive Experience: 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. 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. Level Working Knowledge: Follows proper data gathering and analysis processes and policies. Reports problems that arise in the data collection process. Participates in gathering and analyzing an organization's data based on requirements. Documents data from various sources and in various formats. Utilizes basic data collection and evaluation tools and techniques. 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. Level Extensive Experience: 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. 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. Level Working Knowledge: Explains the requirements, deliverables, costs, and criticalities of the assignment. Participates in developing consulting opportunities or assignments. Uses formal and informal means to keep client informed on progress and issues. Carries out the agreed-upon consulting assignment in a professional manner. Documents client's objectives and project scope. 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. Level Working Knowledge: Applies an assigned technique for critical thinking in a decision-making process. Identifies, obtains, and organizes relevant data and ideas. Participates in documenting data, ideas, players, stakeholders, and processes. Recognizes, clarifies, and prioritizes concerns. Assists in assessing risks, benefits and consideration of alternatives. 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. Level Extensive Experience: Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Employs appropriate methods of persuasion when soliciting agreement. Maintains focus on the topic at hand. 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. Level Extensive Experience: 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. Level Working Knowledge: Provides prompt and effective responses to client requests and interactions. Monitors client satisfaction levels on a regular basis. Alerts own team to problems in client satisfaction. Differentiates the roles and responsibilities in a business relationship. Works with clients to address critical issues and resolve major problems. Relocation is available for this position. Posting Dates: June 18, 2025 - June 26, 2025 Caterpillar is an Equal Opportunity Employer. Not ready to apply? Join our Talent Community. Show more Show less
