Service Technology Consultant

Service Technology Consultant

Your work shapes the world at Caterpillar Inc. When you join Caterpillar, you're joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers, and future work 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 Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology, and operational excellence.

The Technical Information Solutions (TIS) team, within Global Service (PSLD), create and deliver the technical parts and service information critical for the repair and service of Caterpillar products. Not a part gets sold, nor a machine or engine repaired, without the use of the information created, managed, and delivered by this team. With over 300,000 users globally, Service Information System (SIS) is the backbone of dealer and customer product support operations and is also closely connected to several other critical Caterpillar applications.

As a Service Technology Consultant, you will be accountable for driving the end-user technical information strategy through the SIS, SIS2GO, Remote Service, Advanced Troubleshooting, & Portable ET platforms. The Service Technology Consultant will formulate and sustain lasting business relationships with dealer product support leadership to define, pilot, and execute the formal deployment, training, and adoption strategies for critical feature enhancements to SIS, SIS2GO, Remote Service, Advanced Troubleshooting, & Portable ET. This individual will also partner with the TIS parts and service information teams to ensure the delivery strategy supports the mission to transition technical information to be more visual, easier to find, and simpler to create.

Location: Peoria, IL (United States) Required Travel: Less than 10% (Domestic + International) Relocation Assistance Offered: None. US Work Sponsorship Offered: None.

What You Will Do:

• Product Owner of specific features within SIS, including strategy, roadmap, feature prioritization, and cross-functional alignment to ensure SIS platforms meet user needs and business goals.
• Develop a thorough understanding of SIS, SIS2GO, Remote Service, and CatET, including their use, importance, and value within both dealer and customer product support expert, the first point of contact for dealers and district field teams, to manage inquiries through successful resolution within assigned region(s).
• Assume full ownership and accountability for dealer awareness, deployment, and adoption of SIS, SIS2GO, Remote Service, Advanced Troubleshooting, & Portable ET adoption and enhancements within assigned dealers and districts.
• Partner with user to identify the critical customer and business requirements for successful development and adoption of SIS platforms, working swiftly to resolve any barriers.
• Actively pursue value creation through futuristic ideas and concepts to further efficiencies for SIS and SIS2GO app users, building business case(s) to support.
• Represent voice of the dealer in all decisions for future SIS platform enhancement priorities.
• Serve as a single point of contact to communicate feature adoption status with districts, dealers, and industry teams within assigned territory, ensuring all goals are met per agreed timelines.
• Act as a TIS Service Innovation product expert.
• Other duties as assigned by Caterpillar management from time to time.

What You Have (Basic Requirements):

• Education Requirement: Bachelor's degree in Business, Marketing, Engineering, or a related discipline
• 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.
• Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• 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.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.

What Will Set You Apart (Top Candidates Will Have):

• 2+ years' experience working with dealers and/or customer account management, ideally in product support eCommerce
• Product support related field experience
• Previous Product Ownership experience
• Strong customer focus, thorough knowledge of Caterpillar, dealer, and customer operations
• Demonstrated skills in planning, project management, change management, and business process improvement
• Desire to work in a fast-paced environment
• Familiarity with internal Caterpillar systems (SIS Web, CatET, SIMS, TMI, etc.)
• Eagerness to learn new technologies
• Technical knowledge of Caterpillar equipment

What You Will Get:

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.

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 to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Summary Pay Range: $110,520.00 - $165,840.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance, and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees