Services Product Manager - Peoria, United States - Caterpillar

Caterpillar

Verified Company

Peoria, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Career Area:

Engineering

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.

About Us:

With 2023 sales and revenues of $67.1 billion, 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.

Caterpillar does business on every continent, principally operating through three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and providing financing and related services through our Financial Products segment.

Develop and execute an Aftermarket sales, support, & services growth strategy for the Earthmoving Division.

Caterpillar's Earthmoving division is part of our Constructions Industries Segment and is responsible for worldwide design, manufacturing and support responsibility for medium tractor products, motor graders, medium wheel loaders, paving products, and SEM-branded product lines.

This role reports directly to the Vice President of Product Development and Aftermarket and is responsible for developing world-class parts and services capability for Earthmoving customers (covering all products, segments & regions globally).

Responsibilities:

This leader will manage strategic and business decisions related to products and services utilizing the Operating and Execution model to create, develop, position and market the offerings.

This leader will play a key role in leading Earthmovings efforts to support the overall enterprise goal of doubling services by 2026.

This position requires a keen focus on leading a team and collaborating with various divisions to execute the services strategy.

Further, this leader must work with enterprise business partners to refocus opportunities and system/process improvement and drive accountability for earthmoving specific growth requirements.

Decisions that are made will be multi-faceted and have impact beyond the business unit. Solutions must be comprehensive, and actions taken with a sense of urgency.

This position has a high freedom to act within significant transactional dollar amounts and the magnitude of responsibility is of high risk impacting a portion of the enterprise.

**Skills Descriptors:

Products and Services:

Oversees development activities for multiple products or product lines.
Advises colleagues on implementation and operational considerations.
Coaches others on key factors that differentiate offerings from that of competition.
Develops procedures for product planning, development, and delivery cycles.
Promotes understanding of multiple product and service groups and their interdependencies.
Monitors regulatory and environmental issues and considerations.

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.

Organizational Leadership:

Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.

Employs various group decisionmaking methods depending on the situation.
Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
Translates vision into specific functional or departmental initiatives.
Uses emotional contagion to affect the mood of group members, tone of group and group processes.
Uses a normative decision model (with leadership styles and situational variables) to select style.
Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.

Strategic Thinking: