Director of Maintenance & Machine Services
Caterpillar

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.

About Us:

With 2023 sales and revenues of $67.1 billion, Caterpillar Inc. is the world's 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, we've 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.

Caterpillar does business on every continent, principally operating through three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and providing financing and related services through our Financial Products segment.

Job Description:
The Director of Maintenance and Machine Services works directly with internal and external commercial teams in implementing technical marketing and communications materials to attain maximum effectiveness and results.

Responsibilities
• Developing growth strategy to balance profit margins with customer satisfaction; monitoring trends for new products and services and contributing to product development.
• Working with advertising and promotion managers to promote products and services and to attract potential customers.
• Developing detailed marketing strategy; working with product development managers and market research managers to determine demand for products and services offered.
• Identifying and creating new growth strategies and processes to grow parts and service solutions.

Skills 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.
• Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.
• Provides customer focused vision, strategy and leadership that exceeds customer expectations.
• Persuasively articulates the link between customer focus and enhanced business success to stakeholders.
• Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'.
• Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.
• Consults with senior executives regarding critical success factors and details to being a customer focused organization.

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.
• 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.
• Offers constructive ideas on high impact business opportunities.
• Develops others' abilities for consulting to multiple clients and multiple assignments.
• Ensures others understand the critical importance of clear, client-focused communication.
• Consults to senior business executives on own functional specialty.
• Monitors industry for developments in consulting best practices and consulting support tools.
• Collaborates with own senior business management on feasibility studies and potential projects.

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.
• Works to create a climate that values and rewards good oral and written communication.
• Communicates effectively with diverse audiences, using appropriate media and language.
• Monitors developments in communications tools for potential use by organization.
• Writes reports, articles, or books for distribution to the business or professional community.
• Ensures important messages are clearly understood.
• Coaches others on methods of improving their own communications.

Influencing:

Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• Achieves influence and impact even when holding a position contrary to the majority.
• Discards examples of persuasive arguments lacking substance or impact.
• Leads and presents collaborative assessments that persuasively influence decision makers.
• Advises on techniques to build rapport and commitment to common purpose.
• Determines and leverages the decision-making style of the individual or group being influenced.
• Delivers well-received presentations of cost, benefits, risks, and other considerations.

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.
• 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.
• 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.

Strategic Thinking:

Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Makes sound business decisions when faced with complex and contradictory alternatives.
• Positions the company in anticipation of new marketplace trends, opportunities, and vulnerabilities.
• Helps navigate the organization in a dynamic competitive landscape.
• Develops long-term strategic alliances and partnerships that increase the company's competitive advantage.
• Equips the organization to become an effective long-term competitor.
• Prepares for business decisions with thorough briefings and consultations.

Employee benefit details:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status. For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/socialmedia

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Posting Dates:
May 8, 2024 - May 17, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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