Customer Services Consultant-1

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 first line of support, coordination of services, problem resolution and/or recommendations on selected products and services. Responsibilities •    Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented. •    Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate. •    Identifying issues and determining appropriate course of action for effective resolution. •    Processing results from analysis of technical data •    Understand prime product or component health or status, if action is needed, and required next steps. • Provide support across different geographical locations based on business and operational requirements. • Explore and leverage AI capabilities to improve efficiency, productivity, and overall operational effectiveness.

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 Extensive Experience:  Facilitates creation of the 'right' products and services to resolve customer business issues. 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. 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. 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. 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 Working Knowledge:  Explains the requirements, deliverables, costs, and criticalities of the assignment. Participates in developing consulting opportunities or assignments. Uses formal and informal means to keep client informed on progress and issues. Carries out the agreed-upon consulting assignment in a professional manner. Documents client's objectives and project scope. 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 Basic Understanding:  Explains characteristics and steps in an effective decision-making process. Identifies issues