S*O*S Services Interpreter (Customer Services Specialist)
Company: Caterpillar
Location: Peoria
Posted on: May 3, 2024
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 .
What You Will Do:
As the S---O---S Services Interpreter (Customer Services
Specialist) you will have the responsibility to aggregate,
correlate and create Caterpillar customer and dealer
recommendations using the S---O---SSM Services element 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 improve customer
loyalty, increase enterprise market share, and grow parts and
service sales, while reducing the customer's costs through
equipment management efficiency.
Customer Services Specialist in the S---O---SSM Services team will
monitor the elements of S---O---SSM fluid analysis to provide
relevant recommendations as indicated by the data. This includes
the following essential duties and responsibilities:
- Addressing minor coverage issues and resolving minor
complaints. Ensuring all customer communication is clearly
documented.
- Answering inbound customer service inquiries. Providing health
analysis or troubleshooting and redirecting them when
appropriate.
- Identifying issues and determining appropriate course of action
for effective resolution.
- Processing results from analysis of technical data.
- Understand prime product or component health or status, if
action is needed, and required next steps.
- Provides equipment recommendations to Caterpillar dealers and
customers.
- Uses enabling software tools & systems to prioritize and
analyze S---O---SSM Services condition monitoring data inputs.
- Assists with preparing monthly reports for customers and their
Caterpillar dealers.
- Participates in ongoing customer meetings with Caterpillar
dealers, industry groups, Corporate Accounts, and DSDs as
needed.
- Communicates verbal recommendations as required to customer and
their Caterpillar dealers.
- Builds collaborative relationships & acts as a consultant with
equipment management personnel.
- Other duties as assigned by Caterpillar management from
time-to-time. 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. Communicates the importance
of customer needs/expectations and commits to resolving them.
Researches and verifies customer needs and expectations. Solicits
customer satisfaction feedback and acts on improvement
opportunities. Helps link organizational objectives to customer
needs and expectations. Meets regularly with customers to
understand their wants, needs and expectations.
- 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. Follows
proper data gathering and analysis processes and policies. Reports
problems that arise in the data collection process. Participates in
gathering and analyzing an organization's data based on
requirements. Documents data from various sources and in various
formats. Utilizes basic data collection and evaluation tools and
techniques.
- 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. Provides a quality of service that customers describe as
excellent. Resolves common customer problems. Responds to
unexpected customer requests with a sense of urgency and positive
action. Provides direct service to internal or external customers.
Documents customer complaints in a timely 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. Explains the roles and responsibilities of
a consultant. Lists the typical phases of a consulting assignment
or project. Presents a professional image, especially when dealing
with customers. Describes the consulting process and relationship
with clients.
- 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. Explains characteristics and
steps in an effective decision-making process. Identifies issues
and communicates with others when a decision needs to be made.
Names decision makers in own environment and cites examples of past
decisions. Describes types of decisions incumbent may and may not
make in own job or function.
- 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.
- 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. Identifies and
documents specific problems and resolution alternatives. Examines a
specific problem and understands the perspective of each involved
stakeholder. Develops alternative techniques for assessing accuracy
and relevance of information. Helps to analyze risks and benefits
of alternative approaches and obtain decision on resolution. Uses
fact-finding techniques and diagnostic tools to identify
problems.
- Relationship Management: Knowledge of relationship management
techniques; ability to establish and maintain healthy working
relationships with clients, vendors, and peers. Provides prompt and
effective responses to client requests and interactions. Monitors
client satisfaction levels on a regular basis. Alerts own team to
problems in client satisfaction. Differentiates the roles and
responsibilities in a business relationship. Works with clients to
address critical issues and resolve major problems. What Will Set
You Apart:
- Bachelor's degree in Engineering, Science, or related
field.
- Previous experience in S---O---SSM fluid analysis (or similar),
equipment inspections, electronic data, or equipment repairs.
- Basic S---O---SSM Services Interpretation 1 Certification
- Ability to speak and write in either French or Spanish.
Additional Information:
- Primary Location: Peoria, IL (USA)
- Required Travel: None
- Relocation Assistance Offered: None
- US Work Sponsorship Assistance: None
- Our team embraces flexibility through a hybrid work model. In
addition to working onsite at our facility in Peoria, IL, our
hybrid work model allows employees the flexibility to work from
home based on business need. #LI
#BI
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:
April 23, 2024 - May 6, 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 .PandoLogic.
Keywords: Customer Service Representative, Location: PEORIA, IL -
61606 , PL: 592837635
Keywords: Caterpillar, Bloomington , S*O*S Services Interpreter (Customer Services Specialist), Hospitality & Tourism , Peoria, Illinois
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