S*O*S Services Interpreter (Customer Services Specialist)
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.

Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America.

We're committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We're exploring new ideas and opportunities - innovating to discover the breakthroughs necessary for tomorrow's growth.

Through it all, we are one team - creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience .

What You Will Do:

As the S•O•S Services Interpreter (Customer Services Specialist) you will have the responsibility to aggregate, correlate and create Caterpillar customer and dealer recommendations using the S•O•SSM Services element of condition monitoring 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.

Customer Services Specialist in the S•O•SSM Services team will monitor the elements of S•O•SSM fluid analysis to provide relevant recommendations as indicated by the data. This includes the following essential duties and responsibilities:

• Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
• Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of technical data.
• Understand prime product or component health or status, if action is needed, and required next steps.
• Provides equipment recommendations to Caterpillar dealers and customers.
• Uses enabling software tools & systems to prioritize and analyze S•O•SSM Services condition monitoring data inputs.
• Assists with preparing monthly reports for customers and their Caterpillar dealers.
• Participates in ongoing customer meetings with Caterpillar dealers, industry groups, Corporate Accounts, and DSDs as needed.
• Communicates verbal recommendations as required to customer and their Caterpillar dealers.
• Builds collaborative relationships & acts as a consultant with equipment management personnel.
• Other duties as assigned by Caterpillar management from time-to-time.

What You Have:

• 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. 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. 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. 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. Explains the roles and responsibilities of a consultant. Lists the typical phases of a consulting assignment or project. Presents a professional image, especially when dealing with customers. Describes the consulting process and relationship with clients.
• 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. Explains characteristics and steps in an effective decision-making process. Identifies issues and communicates with others when a decision needs to be made. Names decision makers in own environment and cites examples of past decisions. Describes types of decisions incumbent may and may not make in own job or function.
• 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. Delivers helpful feedback that focuses on behaviors without offending the recipient. Listens to feedback without defensiveness and uses it for own communication effectiveness. Makes oral presentations and writes reports needed for own work. Avoids technical jargon when inappropriate. Looks for and considers non-verbal cues from individuals and groups.
• 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. 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. 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.

What Will Set You Apart:

• Bachelor's degree in Engineering, Science, or related field.
• Previous experience in S•O•SSM fluid analysis (or similar), equipment inspections, electronic data, or equipment repairs.
• Basic S•O•SSM Services Interpretation 1 Certification
• Ability to speak and write in either French or Spanish.

Additional Information:

• Primary Location: Peoria, IL (USA)
• Required Travel: None
• Relocation Assistance Offered: None
• US Work Sponsorship Assistance: None
• Our team embraces flexibility through a hybrid work model. In addition to working onsite at our facility in Peoria, IL, our hybrid work model allows employees the flexibility to work from home based on business need.

#LI

#BI
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
April 23, 2024 - May 6, 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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