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.

　　Responsibilities:

　　Responsible for consulting and supporting dealers in the Western and Canadian region of the Cat Dealer Service territories.

　　Travel within dealer territories and to key Caterpillar locations for collaboration and relationship building.

　　Supporting districts and dealers in their Services Growth Goals in areas related to Workforce Development.

　　Developing and delivering training programs; ensuring that courses and materials are relevant to the organization's customer service processes.

　　Gathering customer service performance data to measure success of the training programs; monitoring ROIs and taking appropriate measures to improve training effectiveness.

　　Reviewing and maintaining training materials to ensure compliance with organizational policies and procedures.

　　Analyzing new training methods, tools and content options to determine the feasibility of use andapplication in future customer service training programs.

　　Consulting business partners on training requirements.

　　Strategically influence and build relationships with key partners to drive excellence and teamwork.

　　Coaching and mentoring internal and external business partners to build best team.

　　Skill 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:

　　• 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 Extensive Experience:

　　• Teaches others how to deliver excellent customer service in a variety of settings.

　　• Recovers from a service failure in a way that enhances customer's esteem of the organization.

　　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:

　　• Participates in developing consulting opportunities or assignments.

　　• 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 Extensive Experience:

　　• Evaluates past decisions for insights to improve decision-making process.

　　• Assesses and validates decision options and points and predicts their potential impact

　　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 Extensive Experience:

　　• Reviews others' writing or presentations and provides feedback and coaching.

　　• Adapts documents and presentations for the intended audience.

　　• Communicates well downward, upward, and outward.

　　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 Working Knowledge:

　　• Identifies and documents specific problems and resolution alternatives.

　　• Examines a specific problem and understands the perspective of each involved stakeholder.

　　Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

　　Level Working Knowledge:

　　• Alerts own team to problems in client satisfaction.

　　• Works with clients to address critical issues and resolve major problems.

　　Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.

　　Level Working Knowledge:

　　• Assesses customer feedback to better adjust to market demands.

　　• Monitors and interprets standards and management reports on training activities.

　　• Records all training data and transactions in Human Resources Information Systems (HRIS).

　　Career Experience

　　5-7 years of industry related experience and or educational degree equivalent.

　　Previous experience in learning & development related roles.

　　Experience in working with Cat Dealers or similar OEM Distributors as one of the following but not limited to: corporate representative, consultant, instructor, or dealer / distributor employee.

　　Strong written and communication skills to influence all levels of the organization as a key liaison.

　　Advanced skillset with Microsoft Office Suite: PowerPoint, Word, Excel, and PowerBI.

　　Strong ability to analyze and summarize data to provide predictive insights.

　　Ability to travel 25-50%

　　#LI

　　#BI

　　This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

　　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.

　　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.

　　Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .

　　There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.

　　Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.