Customer Services Consultant

Condition Monitoring Specialist

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 condition monitoring teams use their knowledge, skills, and abilities to interpret the five elements of condition monitoring (fluid analysis, equipment inspections, electronic data, repair history, and site conditions) and provides meaningful insights as to what is happening on the equipment. In this role, you will be responsible for providing Caterpillar dealers with relevant recommendations to generate high quality sales leads and help customers manage their business more effectively. This will improve customer loyalty, increase enterprise market share, and grow parts and service sales, while reducing the customer's costs through equipment management efficiency.

Job Responsibilities and Duties:

• Aggregate and correlate the five elements of condition monitoring (where all are available) to provide meaningful insights as to what is happening on the equipment.
• Understand prime product or component health or status, if action is needed, and required next steps.
• Participate in ongoing meetings with Caterpillar dealers and subject matter experts to gain knowledge and insights to increase accuracy of the data analysis and quality of recommendations/leads.
• Provide information for equipment management lead tracking and resolution.
• Assists with preparing reports regularly to be distributed to Caterpillar dealers detailing financial outcomes and key CM KPIs for CMA recommendations.
• Processing results from analysis of technical data.
• Build collaborative relationships & act as a consultant with equipment management personnel.
• This position requires working onsite five days a week.

Basic Qualifications:

• Individual typically having technical education, practical experience related to the field of Condition Monitoring/Fleet management.
• A degree in Mechanical engineering, Electrical engineering, Industrial engineering or related field.
• Min. of 9 years of hands-on experience in condition monitoring, trouble shooting and identifying issues.
• Knowledge of different products and equipment used in various industries.
• Familiar with dealer product support operations.

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.
• 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.
• 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 behaviors.
• 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.

Additional Info:

This position will require travelling about 30% of the time.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance (prorated based upon hire date).

Final Details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

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