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Customer Support Agreement Operations Consultant

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Location: Peoria, IL, United States
Date Posted: Sep 17, 2019

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Job Description

Description

The Customer Support Agreement (CSA) growth initiative presents an opportunity for Caterpillar and our dealers to collectively grow parts & service while enhancing customer experience and facilitating our enterprise journey of becoming a more services-oriented company.  

This position is for a Customer Support Agreement (CSA) regional operational consultant focused on dealer CSA capability enhancement.  A successful candidate will be able to leverage enterprise resources utilizing a consultative toolkit to respectfully challenge, assess, inspire and guide dealers on a CSA operations self-improvement journey.  

The CSA to CVA (Customer Value Agreement) enterprise journey is a high visibility, high pace and rapidly developing space which requires dynamic interaction and operational support of the Global After Sales Division's commercial CVA strategy.  A CSA/CVA is a promise of which it is only as good as it is delivered and operations owns ensuring quality delivery thus ensuring a positive customer experience.

Job Duties/Responsibilities may include, but are not limited to:
  • Consultative facilitation of structured dealer sessions to identify operational gaps
  • Development/governance of prioritized projects to close operational gaps
  • Leveraging enterprise capabilities/partners to enhance dealer capability
  • Capturing/sharing dealer better practices
  • Operational support of commercial projects

The incumbent sets priorities and establishes a work plan to complete broadly defined assignments and achieve desired results.  Results include customer experience/satisfaction, prioritized continuous improvement project completion, dealer service operations capability/capacity, PM timeliness and accuracy, cost to serve optimization, customer CSA renewal rate, % of active population with a CSA and year over year CSA growth (sales and aftersales).

Internal partners include District Offices, Global After Sales Division, Marketing & Operational Support, Cat Financial and other international Global Services team members.  External contacts are primarily dealer executives and product support leadership with some commercial leadership interaction. The position often confronts complex issues which require careful analysis/diagnosis and developing solutions which may require original approaches.

This position is preferably located in Peoria, Illinois.  However, the ideal candidate can have the flexibility to work remote. 

Qualifications

Must have the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences.  Good human relations skills are required to develop a collaborative/cooperative work relationship with others within Caterpillar and dealerships. Must have the ability to work independently on complex issues and set priorities for self and collaborative partners without frequent supervision.


Basic Qualifications:

 

  • Bachelor's degree completed or minimum 10 years of experience
  • Five to ten years of CAT dealer facing experience or CAT dealer customer facing experience
  • Experience with company products, product applications, service operations, systems and equipment management methodologies

 

Top Candidates Will Also Have:

  • Superior collaborative interpersonal skills to deal with sensitive issues and persuade dealership partners and Caterpillar to take specific actions and/or change methods
  • Experience with detailed dealer assessments and prioritized projects for dealer gap closure
  • Established dealer network/relationships and operational credibility based on past interactions
  • Spanish and Portuguese linguistic capabilities

 

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website www.Caterpillar.com/careers.

 

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Job Info

Sep 17, 2019

190007OV

United States