Job Description

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. Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. We’re  committed  to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities –  innovating  to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team (  – creating and delivering world-class components and solutions superior to the competition.  Learn more about the Caterpillar Experience ( . Job Summary The Technical Information Solutions (TIS) Innovation team, within Global Service, is responsible for driving dealer and customer efficiency through the use of digital tools such as SIS, SIS2GO, Cat ET (Electronic Technician) and Remote Service. Not a part gets sold, nor a machine or engine repaired, without using the information created, managed, and delivered by this team. As an Advanced Troubleshooting Product Consultant , you will have a unique opportunity to drive change in how dealers and customers interact with and find technical information. You will be integral to defining and executing roadmaps to take service to the next level – ultimately improving efficiency of the technician. You will work with dealers to understand their needs and work across the Caterpillar matrix to deliver on the vision to define. Additional Info: This position is located in Peoria, IL. Relocation assistance is available for this position. This position requires up to 10% of working time, both domestic and international. What You Will Do: Defining & platform requirements for advanced troubleshooting content Defining & executing roadmaps for approaches to advanced troubleshooting Defining & executing integrations with platforms such as SIS 2.0, SIS2GO, VisionLink, warranty, and more Engaging the enterprise as well as dealers to ensure their needs are met Provide stakeholder updates on program progress, risks, mitigations, and demos Proactively identify and resolve resource, quality & capacity gaps as they arise What You Have (Required Skills): Bachelor’s degree 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.

• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

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.

• 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.

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.

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

What Will Set You Apart (Preferred Skills): Prior experience managing large programs Strong skills in organization, collaboration, attention to detail, influencing, communication, change management, and gaining commitment High technical focus and broad dealer business understanding Demonstrated involvement in innovation and use of technology to solve problems Demonstrated excellence in a team environment What You Will Get: We look forward to welcoming the successful candidate to our dynamic, diverse, and friendly team. We have a culture of openness, autonomy, support, personal development as well as a continuous drive for improvement. About Caterpillar Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. Summary Pay Range: $126,000.00 - $189,000.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits. Medical, dental, and vision benefits* Paid time off plan (Vacation, Holidays, Volunteer, etc.)* 401(k) savings plans* Health Savings Account (HSA)* Flexible Spending Accounts (FSAs)* Health Lifestyle Programs* Employee Assistance Program* Voluntary Benefits and Employee Discounts* Career Development* Incentive bonus* Disability benefits Life Insurance Parental leave Adoption benefits Tuition Reimbursement These benefits also apply to part-time employees Relocation is available for this position. 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 Posting Dates: March 28, 2025 - April 11, 2025 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 ( . Caterpillar

Job Tags

Holiday work, Part time, Remote job, Relocation, Relocation package, Currently hiring, Flexible hours,

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