Career Area: Product Support
Job Title: Senior Parts and Service Marketing Consultant
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About Us
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 to contributing to a reduced-carbon future.
Job Description:
We're seeking a Senior Parts and Service Marketing Consultant to develop and execute a go-to-market strategy/value message for Construction Industry products. As a senior consultant within Construction Industries Services Division (CISD), you will serve as a subject matter expert in hydraulic Pump, Motors & Cylinders, which is a key component/enabler for Caterpillar's Aftermarket parts growth strategy.
Key Responsibilities:
* Develop a worldwide pump & motors/cylinders & rods growth strategy to drive profitable parts revenue and Percent of Parts Sales (POPS) growth targeting multiple Construction Industry customer segments.
* Work closely with internal partners such as the Sales Execution team, DSD, and Hydraulic product groups to develop and execute a comprehensive short/mid/long term growth strategy.
* Assignments/projects are complex and strategic in nature in hydraulic business, requiring the ability to rise above the noise to see the bigger picture to build a strategic & tactical go-to-market framework.
* Leadership skills and the ability to sell ideas are key to success in this role.
* Communicate effectively across product, industry, dealer, and/or customer audiences to gain understanding and acceptance of ideas and recommendations.
What You Will Do:
* Develop hydraulic solutions following New Services Development (NSD) framework & discipline.
* Mentor team members within the broader Parts & Service organization.
* Drive POPS growth through development of products and programs.
* Deliver new products and programs globally or regionally.
* Gather and provide Voice of Customer (VOC) and Voice of Dealer (VOD) to the engineering, manufacturing, purchasing, pricing, and logistics teams.
* Develop, coordinate, and present training materials to various audiences, including dealers.
* Work along with senior management in planning major programs and objectives for the division.
* Execute competitive analysis, manage parts variance, and replicate pilot solutions globally.
* Segment, target, and position market opportunities to gain market share.
This role requires the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Good human relations skills are required to develop a collaborative, cooperative work relationship with others inside and outside the business unit. Generally, requires extensive travel to understand regional or worldwide business conditions.
Requirements:
* 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.
* 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.
* Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
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.
* Resolves complex customer complaints or problems.
* Teaches others how to deliver excellent customer service in a variety of settings.
* 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.
* 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.
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 behaviours.
* Delivers helpful feedback that focuses on behaviours without offending the recipient.
* Makes oral presentations and writes reports needed for own work.
Influencing: Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
* Gives examples of decisions and who influenced whom in the decision.
* Describes key concepts of influencing.
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.
* 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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
* Provides prompt and effective responses to client requests and interactions.
* Works with clients to address critical issues and resolve major problems.
Strategic Thinking: Knowledge of the importance of