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Location: Peoria, IL, United States
Date Posted: Oct 23, 2019
Are you passionate about customer success?
Caterpillar provides solutions to its customers far beyond the initial equipment sale. Services provided to customers after purchase leverage their connected equipment and our outstanding field technology, and decades of product, service and application expertise to enhance performance. Caterpillar's Global Aftermarket Solutions Division (GASD) exists to support enterprise efforts to deliver value-added services to customers. Working alongside our dealers, we serve customer needs throughout the product lifecycle.
Services is where we are investing our time, talent and money because they drive value for our customers by reducing total owning and operating costs. If you have a passion for helping customers succeed, now is a great time to join GASD.
Individuals in these roles will be asked to lead repair options deployments, Caterpillar Value Agreement (CVA) deployments, and deliver repair options solutions for machine and engine industries in the Americas. Program Managers should be capable of leading Services Marketing projects with high parts growth results annually and concurrently lead 3-5 projects of this magnitude. The majority of these projects will be of significant complexity and will involve efforts across many functional areas within GASD, Reman, the product groups, the DSD and the Cat dealer.
This role requires the incumbent to lead projects where the subject focus and solutions are complex in nature, availability, and attainability. Project leadership includes identifying opportunities, defining and financial justification, launching project teams, using good project management to manage team activities, tracking project status and results, removing and elevating project barriers, and developing team members. It is also critical to identify integration issues with other projects/processes and coordinate the solutions with the appropriate project/process owners to accomplish the project goals. Successful repair options development and deployment requires working across the matrix and with dealers to create and deliver exceptional results in an accelerated fashion.
Communication is a key element for success in this role. The incumbent will work with GASD sales vertical leadership, District Managers, and senior leaders of the dealership to drive success. Additionally, managing proactive, professional communication with the broader GASD and DSD organizations is critical to ensure alignment of priorities for both organizations. This role also is critical for capturing dealer success stories and marketing those globally to enhance the deployment of repair options.
The ideal candidate must be a results-oriented change agent who is able to effectively navigate the internal Caterpillar business systems and has a strong understanding of the dealer business in order to drive results. The ideal candidate is one who has experience implementing product support strategy at dealers and understands sales execution and the sales management process, including CRM processes and systems. This position must be able to manage risk and ambiguity on a project.