Parts and Service Consultant

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. Updated: 09/08/2023 Role Definition Leads research and provides expertise in the development and implementation of marketing strategies. Responsibilities •    Analyzing company profile and its operations to develop and align the marketing strategies with the organization's goals and objectives. •    Conducting market/competitive research to identify new opportunities and industry trends. •    Establishing metrics to monitor and review the effectiveness of existing marketing strategies; suggesting necessary interventions for improvement. •    Maintaining effective internal communications in the marketing department to discuss and align the marketing strategy to the changing organizational scenarios.

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 Working Knowledge:  •    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. 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 Basic Understanding:  •    Describes non-verbal behaviors that influence the interpretation of the message. •    Cites examples of effective and ineffective communications. •    Explains the importance of effective business communication. •    Speaks/writes using correct language, mechanics, and gestures. 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 Basic Understanding:  •    Explains the value of a disciplined approach