RMC Supervisor-3

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.

Definition Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

Determining service level standards for customer service requests for product lines. Answering technical questions for complex issues and procedures or to handle technical problems with customers' products. Prioritize and implement product improvements related to customer issues and manage cost impact. Implementing service strategies for a given product to improve its repairability and maintenance. Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

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.  Level Basic Understanding:  Focuses activities on developing and maintaining positive customer relationships. Discusses general differences between internally and externally focused organizations. Cites the cost and benefits of good versus poor customer service. Explains why customer satisfaction is important to successful product/service delivery. 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.  Level Working Knowledge:  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.  Level Working Knowledge:  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.  Level Basic Understanding:  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. 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.  Level Working Knowledge:  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