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Services Growth Manager

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Location: Dubai, State Not Specified, United Arab Emirates
Date Posted: Jan 16, 2020

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Job Description



To lead and execute Services Growth projects and prioritized initiatives across a specific Dealer Network within the EAME Region. The incumbent will provide leadership and direction to a team of dealer facing consultants who are process experts in the areas of Strategy, Marketing, Digital, Product Support Sales and Service  Operations.  The individual and their team is responsible for collaboration with the District, GASD, MOS, and Dealer management teams with the intention to identify, create, and accelerate overall Services Growth and Aftermarket leadership.



Regional Total Parts Revenue:

SG26: 300- >500 Million, SG25: 350-500 Million

Direct Reports

SG26 – 2/1, SG25 -1/0, SG24 - 0

Number of dealers covered



  • Sales impact:                                              Varies by District and Area
  • Services growth metrics                               AM Dealer STU
  • Primary Metrics
    • AM revenue                                     Varies by Dealer
    • HYD/DT revenue                             Varies by Dealer
    • PSE Action Rate                              Varies by Dealer
    • POPS-C                                          Varies by Dealer
    • CVAs                                              Varies by Dealer
    • Online Parts Revenue                      Varies by Dealer
    • Net Loyalty Score                            Varies by Dealer




Primary responsibility is to provide leadership to help both Cat and dealers understand and develop the right services and solutions to address the needs for a specific market.  This requires the following  

·         Understanding real market opportunity (Revenue and OPACC) using Cat tools (OLGA, Jupiter, Saturn, etc) and regional feedback

·         Assessing the market needs via customer VOC and other methods.

·         Creating a profitable business model to address both customer needs and our growth opportunities.

·         Assessing the dealer’s capabilities to deliver on the services growth areas.

·         Creating and managing projects to improve the needed dealer capabilities. This will require coordination between MOS, and other Cat entities as well as internally with the dealer.  

·         Implementation of services growth strategy business models.



The primary objective is to ensure dealers are focused on the right opportunities, have the right business model, have the right capacity (people, footprint) and capability (tooling, Process) to deliver on the Services Growth Strategies. The incumbent will be responsible to implement the above tasks. When needed the incumbent will need to pull in the right expertise from MOS and the other areas of the organization.


The incumbent acts as a trusted advisor to the Dealer’s Executive Management team and to Caterpillar management team leading and influencing strategic business decisions regarding long-term business direction through the recommendation and sustainable execution of appropriate approaches and solutions. Given the complexity of each region, the incumbent must have the ability to develop unique and customized solutions, which may not exist today, for each dealer.  They and their team also manage complex, interdependent relationships between the districts, their dealers, CSS process developers and multiple MBDs and EBDs as it relates to effective portfolio management in the areas of strategy, marketing, services marketing and process improvements.


Significant challenges come in the expectation from growing incremental parts revenues and profits, building business acumen and process expertise in the organization, and driving people, process, structure and cultural change across the various independent Cat dealers. Primary contacts for delivering business results are the Dealer Principals and Dealer VP’s of Marketing and Sales, Product Support, Power Systems, Human Resources and IT and Operations. 


The incumbent must be a strategic thinker. They must have the ability to provide the vision for their team, the districts and the dealers to be successful in sustainable improvements in overall Dealer Excellence score and Dealer Profile performance.  Their leadership and their team’s decisions impact both the short and long term P&L, market share and customer loyalty in 3 to 5 year time horizons.  This includes development of common goals and strategies in conjunction with long-term enterprise goals. Incumbent has direct accountability for regional results of Dealer Excellence, Dealer Profile and POPS growth.


The incumbent must have excellent interpersonal, communication and Emotional Intelligence skills, capable of developing strong interdependent partnerships with their Dealers’ senior management team and various Caterpillar strategic businesses and America’s Distribution Services Division.  Key departmental responsibilities include planning for future resources and budget enabling the development capabilities of people, services and processes. Incumbent must overcome challenge to manage employees in multiple geographic and remote locations. The incumbent should also establish, grow and sustain a culture that encourages accountability, innovation, partnering and collaborative relationships and a customer first focus.  Critical items of success are long-term coaching and training, functional GS’ key process knowledge enabling support of their team’s activities, individual and team motivation, skills assessment, performance appraisal and related management functions.  The incumbent’s leadership skills should be able to foster their team’s collective and individual learning and development, preparing employees for additional responsibilities typically leading into key roles. After assessing subordinates' competence, delegate full authority and responsibility to a subordinate to develop specific skills and provide the opportunity to make and learn from mistakes.


A strong command of business acumen is essential to the success of this position.  The job requires highly developed interpersonal skills to deal with confidential, often sensitive or potentially controversial situations.  Often needs to create behavior change in people (including dealers and other Caterpillar employees) in order to obtain the cooperation and commitment.

Travel Requirements: Extensive Travel 50% or Greater


BACKGROUND/EXPERIENCE:  Requires a college or university degree with direct dealer/field or equivalent experience in the areas of marketing, parts products, service operations and offerings, solution offerings or sales (10-15 years). Various staff and supervisory positions including multi functional experience within marketing companies, product groups, and/or international experience are highly desired and enable this position to think and act on an enterprise basis.  Skills in strategic planning, business planning, project management and customer relations are needed.  Excellent human relations and communications skills are necessary.

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Job Info

Jan 16, 2020


United Arab Emirates