Career Area:
Marketing
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.
WE BUILD WHAT MATTERS
What matters most to you? Is it being a part of a strong team? Supporting your family? Solving global problems? You can do these and more at Caterpillar; where your work enables progress around the globe, and you contribute to meaningful work. Together, we can build what matters.
About EPD:
Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!
Job Summary:
The Marketing Manager will manage a marketing function for specific market segment or product group.
What you will do:
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Manage America’s Aftersales Account Managers - Overall ownership of the customer experience from delivery through the lifecycle of the product and services.
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Manage Customer Issue Response Velocity and thoroughness to ensure customer reliability and durability expectations are exceeded - Industry Leading Support
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Requires Deep Technical Product and Industry knowledge, the ability to lead directly and indirectly within and outside of the organization.
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Manage critical issue resolution and communication with Caterpillar dealers and GAM Customers through Service Letters, Engine News Articles, Bulletins, etc.
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Recruit and develop the best team (Technical Experts proficient at commercial management).
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Support Aftermarket and Product Support Teams to manage dealer capability and capacity through onboarding and scaling initiatives.
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Support Quality Team managing customer specific issues, lessons learned, best practices, and quality improvement initiatives.
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Support Caterpillar Dealer and Caterpillar Commissioning Teams with best practices, standardized commissioning scripts, training, and issue management.
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Manage prioritization to maintain Caterpillar Industry Leadership and improve employee work life balance.
What you will have:
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.
Industry Knowledge: Knowledge of the organization's industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply industry knowledge appropriately to diverse situations. Level Working Knowledge:
• Discusses industry-specific flagship products and services.
• Demonstrates current knowledge of the regulatory environment for industry segment.
• Currently works with a major industry segment and associated functions and features.
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 Extensive Experience:
• 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.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
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.
• 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.
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 Extensive Experience:
• Differentiates assumptions, perspectives, and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative, command, or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.
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.
Technical Excellence: Knowledge of electric power generation systems and applications; ability to develop and provide solutions to significant technical challenges.
• 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.
Additional Information:
• This position will sit from Irving, TX or Lafayette, IN, in a hybrid flexible role (3 days in office, 2 days’ working from home).
• Domestic relocation assistance is offered for this position.
• Visa Sponsorship is not offered for this position.
• Domestic travel of 25-50% and minimal international travel is required.
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:
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
#LI-Hybrid
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:
November 21, 2024 - December 8, 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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