Easter Seals Jobs

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.

Role Definition

Directs all activities and staff for technical field service programs for product installation, troubleshooting, maintenance, repair, and customizat ion.

Responsibilities

• Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization.

• Directs, motivates and develops the team. Supports the culture and values of the organization. Facilitates smooth workflow; ensures high standards and quality of technical work.

• Drives the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel.

• Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements.

Skill Descriptors:

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 Extensive Experience:

•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.

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:

•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 Extensive Experience:

•Analyzes and fully documents client requirements.

•Applies experience to developing and executing multiple consulting assignments.

•Works with client to identify alternative solutions and associated pro's and con's.

•Prepares proposals and presentations for a consulting opportunity.

•Manages all aspects and phases of a consulting relationship.

•Monitors consulting assignments versus expectations.

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 Working Knowledge:

•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.

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 Extensive Experience:

•Ensures capture of lessons to be learned from a problem-solving effort.

•Organizes potential problem solvers and leads problem resolution efforts.

•Uses varying problem-solving approaches and techniques as appropriate.

•Contributes to standard practices for problem-solving approaches, tools, and processes.

•Analyzes and synthesizes information and devises alternative resolution strategies.

•Develops successful resolutions to critical or wide-impact problems.

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.

ENGLISH AND FRENCH MANDATORY, SPANISH AND ITALIAN WOULD BE A PLUS.

RELOCATION SUPPORTED.

Visa sponsorship available for eligible applicants.

Posting Dates:

February 21, 2025 - February 28, 2025

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .