Marketing / Sales / Product Support


Job Description

Career Area:

Marketing / Sales / Product Support

Job Description:

Develop, implement, and maintain effective product support strategies and processes between IPSD, dealers/distributors and direct OEM’s. Establish and maintain high-level relationships with customers, Perkins distributors, and CAT dealers service business leaders. Influence equipment management practices at the key accounts and dealer/distributor level to minimize IPSD’s and dealer/distributor liabilities. This position will be reporting to Regional Product Support Manager, Asia. This position will be responsible to develop, prioritize and implement strategies to address customer and dealer/distributor needs as well as ensuring dealer/distributor servicing and support practices align with market needs.  Develop customer-focused strategies to ensure that customer experience is a driver for new and repeat business.

This position acts as a consultant to dealer/distributor and customer operations managers as well as management team advising on strategic direction for service business growth and product quality management in addition to dealer/distribution development activities. Manage commercial goodwill as part of this role and ensure excellent customer relationships. Engaging with Regional and global sales & Marketing and Product Support teams based on parts and service support requirements for OEMs, customers, Cat Dealers & Perkins Distributors. Reduce the impact of product health issues for all parties as well as championing actions to prevent repeated issues. Review and provide input to operational controls and business practices/procedures to ensure IPSD liabilities and exposure are measured and managed. Reports customer, dealer/distributor, and industry information for product, process, and service development. This position will support the implementation of the Distributor Excellence program, carry out service capability assessments for distributors, generate and follow through improvement actions, and support regular Distributor Excellence reviews. The position would also require leading/participate in various assignments from time to time.

This position requires a college or university degree or equivalent experience. Incumbents usually have 9-12 years of related experience including field, staff, support, and supervisory assignments. The position requires thorough knowledge of company and Industrial products, product applications or merchandising programs, and/or warranty practices and procedures. The proven ability to communicate with confidence in sometimes challenging situations and navigate cultural barriers is essential. An understanding of claims processing, service data systems, and/or dealer operations is a benefit. The ability to direct multi-functional activities is preferred, and Regional exposure (40% or more of the job dealing internationally, mainly within China/Asia) is also preferred. Excellent interpersonal skills are required in order to deal with sensitive issues, persuade others inside and outside the department to take specific actions, and meet customer expectations.

Caterpillar is an Equal Opportunity Employer (EEO).

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