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.

It’s More Than a Job, it’s a Career - YouTube (https://www.youtube.com/watch?v=Wf0PVJdUOWo)

Job Summary:

As a Condition Monitoring Advisor, you will aggregate, correlate, and create Caterpillar customer and dealer recommendations using the five elements of condition monitoring to provide critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs. These recommendations will enhance customer loyalty, increase enterprise market share, and grow parts and service sales while reducing customer costs through equipment management efficiency. We have a fabulous team that does some of the most exciting work at Caterpillar, and we can’t wait for you to join the team!

What you will do:

• Aggregate and correlate the five elements of condition monitoring, where all are available.

• Maintains working knowledge for each of the condition monitoring five elements with subject matter expertise in at least 3 elements.

• Monitors up to 350 PL-assets OR 75 VIMS-assets OR combination of both

• Provides equipment recommendations to Caterpillar dealers and customers.

• Uses enabling software tools & systems to prioritize and analyze condition monitoring data inputs.

• Extracts or is provided data from the appropriate business systems including customer, dealer and contractor sources.

• Identify and apply the use of analytics to promote uptime, serve the needs of the customer and accelerate issue identification.

• Provides information for equipment management lead tracking and resolution.

• Prepares standard written reports of recommendations for customers and their Caterpillar dealers on a monthly basis.

• Facilitates ongoing customer meetings with Caterpillar dealers, product groups, JSS and others as needed.

• Communicates verbal recommendations as required to customers and their Caterpillar dealers.

• Builds collaborative relationships & acts as a consultant with equipment management personnel.

What Skills you will have:

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 Expert:

• Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.

• Provides customer focused vision, strategy and leadership that exceeds customer expectations.

• Persuasively articulates the link between customer focus and enhanced business success to stakeholders.

• Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'.

• Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.

• Consults with senior executives regarding critical success factors and details to being a customer focused organization.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Level Extensive Experience:

• Advises on advanced data gathering and analysis methodologies and technologies.

• Oversees data gathering and analysis activities within the organization.

• Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.

• Implements procedures and policies within a data processing function.

• Teaches others how to improve the validity and reliability of data used in various analyses.

• Evaluates best practices of data gathering and analysis within the industry.

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:

• Experience in Prime Product, Product Support and/or Engineering fields

• Working knowledge of engines, power train, hydraulic systems, Product Link™, VIMS, inspection process, equipment lifecycle planning, S•O•SSM Services, and the Service Information System (SISweb)

• Anticipates customers' needs and satisfies them proactively.

• Resolves complex customer complaints or problems.

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

• Applies the concept of 'Moments of Truth' to customer service.

• Participates in developing a variety of effective ways to deal with difficult customers.

• 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:

• Explains the requirements, deliverables, costs, and criticalities of the assignment.

• Participates in developing consulting opportunities or assignments.

• Uses formal and informal means to keep client informed on progress and issues.

• Carries out the agreed-upon consulting assignment in a professional manner.

• 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:

• Differentiates assumptions, perspectives, and historical frameworks.

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

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

• Advises others in analyzing and synthesizing relevant data and assessing alternatives.

• Uses effective decision-making approaches such as consultative, command, or consensus.

• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

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:

• Strong ability to speak and write Spanish

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

• Adapts documents and presentations for the intended audience.

• Demonstrates both empathy and assertiveness when communicating a need or defending a position.

• Communicates well downward, upward, and outward.

• Employs appropriate methods of persuasion when soliciting agreement.

• Maintains focus on the topic at hand.

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 Expert:

• Identify machine issues and troubleshooting experience

• Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.

• Trains others in the process of eliciting alternatives and assessing their impact.

• Orchestrates the resolution of high-impact and cross-functional problems.

• Successfully organizes problem solvers and stakeholders for high-impact problems.

• Predicts and explains long-term trends and implications for alternatives.

• Monitors industry for best practices and new techniques in problem-solving.

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

• Communicates to clients regarding expectations of all parties.

• Participates in negotiating the terms of the business relationship.

• Conducts periodic reviews of work effort, progress, issues, and successes.

• Maintains productive, long-term relationships with clients or vendors.

• Creates opportunities to educate support teams on client priorities.

• Empowers others to establish collaborative, healthy relationships.

Additional Information:

The primary location for this position is Tucson, AZ

Domestic relocation assistance is not available

This position may require 10% travel

Sponsorship is not available

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

• Competitive Base Salary

• Annual incentive bonus plan*

• Medical, dental, and vision coverage

• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

• 401k savings plan

• Health savings account (HSA)

• Flexible spending accounts (FSAs)

• Short and long-term disability coverage

• Life Insurance

• Paid parental leave

• Healthy Lifestyle Programs

• Employee Assistance Programs

• Voluntary Benefits (Ex. Accident, Identity Theft Protection)

*Subject to annual eligibility and incentive plan guidelines.

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

#LI

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.

Posting Dates:

May 14, 2024 - May 28, 2024

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.