Career Area:
Finance
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.
Your Work Shapes the World at Caterpillar Inc.
Our common values and focus on inclusion and respect drive the decisions made by our company, teams and people. This is why we are committed to hiring and building diverse teams representative of the customers we serve globally. When you join our team, you can apply your unique life and job experiences and work in an environment where your ideas are heard, your contributions are celebrated, and your whole-self matters.
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 Cat Financial
Cat Financial is a subsidiary of Caterpillar Inc., 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 more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial.
Role Definition
Manages designated support activities and initiatives for internal and/or external customers.
Responsibilities
• Assisting in evaluating current standard operating procedures and developing strategic customer and technical support initiatives.
• Partnering with other internal and external teams to ensure proper utilization of resources and achievement of service levels and financial objectives.
• Performing real-time management of operations metrics. Coaching customer support team to achieve performance goals and objectives.
• Coordinates team resource allocation for workload balancing.
Degree Requirement
Degree or equivalent experience desired
Skill Descriptors
Process Management: Knowledge of business process improvement tools and techniques; ability to understand, monitor, update, control, or enhance existing business or work processes.
Level Working Knowledge:
• Employs process flows, cycle time, process time and waste concepts as appropriate.
• Walks through steps, decisions, measurements, dependencies and hand-offs for a specific process.
• Creates process flow or work flow diagrams.
• Documents types of process decisions and potential impact of each decision.
• Identifies and monitors common process bottlenecks.
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.
Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness.
Level Extensive Experience:
• Coaches one or several individuals or teams on a specific competency or subject area.
• Contributes to the establishment of good coaching practices.
• Monitors individual or team progress through feedback sessions.
• Discusses alternative techniques for diagnosing and coaching individuals and teams.
• Successfully coaches both superstars and problem performers.
• Analyzes patterns and identifies key areas for improvement of processes or results.
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.
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.
Team Management: Knowledge of effective team building techniques; ability to form and manage effective teams.
Level Working Knowledge:
• Facilitates discussion of team goals, roles, needs, and responsibilities.
• Participates in defining the ground rules for individual and team responsibilities.
• Manages a team to the successful completion of a project or task.
• Recognizes the contribution of each and every team member publicly.
• Leads team meetings to review progress and performance, ensuring follow-up on previous decisions.
Additional Information:
This position requires the candidate to work a 5-day-a-week schedule in the office.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.
Summary Pay Range:
$116,532.00 - $216,384.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
* These benefits also apply to part-time employees
Relocation is available for this position.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:
June 12, 2025 - June 19, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.
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