Fleet Advisor

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. About Caterpillar Oil & Gas Division Caterpillar’s Oil and Gas Division (COGMD) provides superior products and service solutions to make our customers more efficient and lower the total cost of ownership. Globally, we deliver engineered oilfield products, equipment repair and field engineering services & solutions.

A Fleet Advisor (FA) leverages technology application knowledge to improve job site operations, processes, and change management, increase customer loyalty, and improve sales force effectiveness. In addition, the Fleet Advisor (FA) acts as the primary focal point of contact for COGS customers; working alongside the commercial account management team. The FA will be responsible for implementing a preventative maintenance strategy, monitoring equipment health and communication of realized value to the customer using Caterpillar Remote Fleet Vision(RFV) and selected customer-facing applications. The expected outcome is greatly enhanced equipment reliability and availability combined with optimized maintenance and technical support that results in the lower cost of ownership for the customer.

Relocation is not available for this position. Sponsorship is not available for this position. This position requires up to 10-15% travel. This position requires working onsite five days a week. What you will do: • Drive customer recognition of the value of product feature design, improved processes, and change management. • Increasing product-positioning knowledge for Caterpillar and providing feedback on product features/benefits. • Identifying and documenting job/application profiles based on field observation while working with customers. • Improving the industry’s perception of Caterpillar and participating in related oil and gas associations What you will 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. Level Working Knowledge: • Communicates the importance of customer needs/expectations and commits to resolving them. • 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. Field Support: Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products. Level Working Knowledge: • Works with field support for a product or a customer group. • Cites examples of common field support requests and associated resolutions. • Follows established procedures for handling field support requests. • Is familiar with escalation process and procedures. • Identifies basic measures of quality and