Manager Condition Monitoring

This leader s responsibilities include

• Delivering superior business results, champion for customer solutions and be strategic.
• Drive ownership, provide solutions in creating an engaging organizational climate/culture which encourages teamwork, commitment, employee growth and a sense of urgency toward business success.
• Understand dealer service growth strategy and dealer needs and utilize this insight to make process improvements globally.
• Identifying service and sales lead opportunities, conduct sales performance reviews with dealers and ensuring implementation of corrective actions wherever needed
• Interact closely with Leads and Insights team, Caterpillar Product Groups as well as other divisions globally.
• Leading a team of condition monitoring advisors to achieve division goals to drive dealer/customer satisfaction for Construction Industry services.

Basic qualification

• Bachelor s degree with extensive experience typically 12+ in sales, marketing, customer service, Product support. Previous condition monitoring setup with customer fleets is a plus.
• Thorough knowledge on Construction Industry products, heavy equipment and maintain healthy relationships with Cat Dealers, Marketing sales operations rep, Regional After Market teams, DSD
• Support dealer operational excellence programs
• Six Sigma Black Belt Certification desirable

Responsibilities

Determining service level standards for customer service requests for product lines.

Answering technical questions for complex issues and procedures or to handle technical problems with customers products.

Prioritize and implement product improvements related to customer issues and manage cost impact.

Implementing service strategies for a given product to improve its repairability and maintenance.

Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

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 Working Knowledge:

Communicates the importance of customer needs/expectations and commits to resolving them.

Researches and verifies customer needs and expectations.

Solicits customer satisfaction feedback and acts on improvement opportunities.

Helps link organizational objectives to customer needs and expectations.

Meets regularly with customers to understand their wants, needs and expectations.

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 organizations 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 Working Knowledge:

Provides a quality of service that customers describe as excellent.

Resolves common customer problems.

Responds to unexpected customer requests with a sense of urgency and positive action.

Provides direct service to internal or external customers.

Documents customer complaints in a timely 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.

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 clients objectives and project scope.

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 Working Knowledge:

Identifies and documents specific problems and resolution alternatives.

Examines a specific problem and understands the perspective of each involved stakeholder.

Develops alternative techniques for assessing accuracy and relevance of information.

Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management:Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Extensive Experience:

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.

Technical Excellence:Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Extensive Experience:

Advises others on the assessment and provision of all technical solutions.

Engages appropriate subject matter resources to effectively resolve technical issues.

Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.

Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.

Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.

Assumes accountability for personal technical performance and holds others responsible for theirs.