Career Area:

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:

Acts as the primary Caterpillar customer-facing representative for assigned marine account in the eastern hemisphere. Owns the operational relationship with a key fleet customer and coordinates across the CAT dealer network and product groups to execute service agreement commitments, drive overhaul & maintenance planning, and resolve in-service issues across the fleet.

What You Will Do:

• Own the maintenance and overhaul plan for assigned vessels in coordination with the customer and multiple CAT dealers across the region.
• Execute service contract commitments and assist in reporting performance against KPIs to the customer on the agreed cadence.
• Lead operational communications with the customer. (updates, fleet status reviews, and escalation routing)
• Interpret fleet health data (fluid sample results, telematics data, & diagnostic trouble codes, and drive root cause and corrective action with the dealer and CAT product group(s)
• Coordinate cross-functionally with product support engineering, application engineering, and technical communicators on field-failure investigations and product issues affecting the fleet.
• Address coverage issues and resolve customer complaints. Ensure all customer communication is clearly documented.
• Answer inbound customer service inquiries; provide health analysis or troubleshooting and redirect when appropriate.

What You 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.  

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.

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.

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.

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. 

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 behaviours.  

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.

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

Business Development: Knowledge of business development tools, techniques and approaches; ability to explore and develop potential areas of business growth for the organization.

What Will Put You Ahead

• 5+ years in a similar fleet, field-service, or customer-facing technical role.
• A completed university degree in Engineering, Business, or related field.
• Prior marine, oil & gas, or power generation engine or field experience.
• Experience operating inside a multi-dealer service ecosystem.
• Fluency in French and/or Portuguese languages

Additional Information:

• ISE/Payroll Transfer is not available.
• Business travel required for this role – up to 20%, mostly globally.
• This position requires working onsite five days a week.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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