Location: New Delhi, Delhi (UT), India
Date Posted: Feb 14, 2019
Product Support Manager - SEM
JOB PURPOSE: To consult on product problem management within an assigned territory or industry. Represent Caterpillar / SEM to minimize the commercial impact of customer complaints related to products, applications, and maintenance requirements, the incumbent has a direct bottom line impact on Caterpillar and dealer financial results.
This is generally the third level technical service assignment for an experienced, individual contributor on assignments that are complex and challenging and begin to become strategic in nature.
JOB DUTIES: The key role of this third level technical service assignment is that of an individual contributor.
The incumbent administers company policy warranty settlements and will work with service specialists to ensure dealers have technical capability to identify and repair product deficiencies. Works with dealers in managing Product Improvement Programs cost effectively and within designated timeframes. Provide technical guidance and assist with dealer presentations designed to inform customers of service advantages. Decisions made by this position are more complex and have greater risk issues than those associated with the less experienced representatives.
Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and developing greater communication skills.
Primary roles of the incumbent include: working with Service Specialists to ensure dealers meet targets for Customer Satisfaction Program; providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability and working with other team members to develop total customer solutions that support sales efforts.
Lead dealerships to optimize current aftermarket process, coach parts sales force to meet & exceed the aftermarket KPI metrics. Develop annual KPI & plans with dealership on investment of facility/tools, and human resource etc. Optimizing part inventory to achieve capabilities for part& service sales. Develop & implement dealership aftermarket management system (DMS, PTOS), and guide dealership to ensure a smooth and effective cooperation among the entire aftermarket organization.
Work closely with technical rep and assisting each other in resolving issues, providing guidance & advises in the respective aftermarket support activities. Work closely with parts marketing to develop growth initiatives & implement aftermarket business strategies that is aligned with the company strategy and ensure smooth implementation of the strategies into the dealership to fulfill the objectives
Individuals in this position must understand customer/dealer market needs and build an understanding of how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, sales management process improvement, etc. Incumbents learn to apply their knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs.
Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned industry, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership basics.
Bachelor's degree in engineering or more
Minimum of 8 years of experiences of product Support /Aftermarket Sales & Marketing Department functions in service department or equivalent.
Good interpersonal skills are essential to develop a cooperative working relationship with others, both inside and outside the organization, Team player, highly motivated.
Fluent English - listening, reading, writing and speaking skills.
Hindi – Listening and Speaking skills
Good data analysis, diagnostic and judgment skills and comfortable with MS Excel and PowerPoints
Good stress management ability, 50% -70% or up of Business Travel
Excellent communication and teamwork skills.
A broad knowledge of earth moving equipment application, equipment management, and product support solution
Be provided experience and competence of dealer management
Professional of project managing, control, good at conflict coordination
Exposure to Prime Product Sales and willing to work for Machine Sales as well.
ABOUT SEM Brand & Caterpillar
Caterpillar (Qingzhou) Limited., shortly CQL is a 100% owned subsidiary of Caterpillar Inc., manufacturing SEM brand of products, located in China. For more details refer Cat website where you would see SEM listed under Brands, (link is also available in the home page for knowing about this brand)