Service Operations Representative

JOB PURPOSE: To contribute to the Caterpillar and dealer business plan by increasing service profitability, effective service capability and efficiency; contributing to dealer service product growth and enhancing customer satisfaction. This is the second level field assignment to assist dealers in achieving service support and distribution capabilities that positively contributes to the sale of new and used Caterpillar products.

JOB DUTIES:
The key role of this assignment is to move from learning and assisting others to fully contributing process improvement methodologies to improve dealer profitability. The incumbent is a liaison among dealers, customers and other Caterpillar personnel. Also becomes increasingly familiar with the company’s processes, systems and methodologies. A more senior representative and the supervisor/manager only generally direct work. Decisions made by this position are more complex and have greater risk issues than those associated with the less experienced representatives. Challenges include meeting expectations in delivering results, considering alternative courses of actions, making timely decisions and developing greater communication skills.

Primary roles of the incumbent include: counseling dealers in developing increased human performance capability; providing guidance on existing and potential service issues and improvement measures within one industry; assisting dealers on forecast, strategy planning and sales techniques; supporting rollout of new products (e.g., products, parts, customer service agreements, other service products); analyzing and communicating marketplace and competitive activity to Caterpillar personnel and dealers; analyzing product application, configuration and utilization that provide the best solution for a customer; assisting dealers with business planning within one industry; helping to create and promote programs that increase sales while maximizing price realization; and continuing to develop required proficiency level in the specified foundation competencies and skills.

Individuals in this position must understand customer/dealer market and needs and build an understanding of how and why decisions are made within their work group and organization. They are responsible for applying those decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, sales management process improvement, etc. Incumbents continue to learn to apply their knowledge of products, technology, industry, etc., in support of Caterpillar, dealer and customer expectations and needs.

Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from gaining experience in the assigned industry, developing communication and people relationship skills, improving problem solving techniques, building business skills, enhancing use of Caterpillar systems and developing leadership abilities. Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.

BACKGROUND/EXPERIENCE: This position typically requires a college or university degree or equivalent experience. Incumbents usually have had 1 to 2 years prior experience in field assignments and show the ability to work independently and to communicate effectively with others in the work group, dealer personnel and customers. Incumbents will have demonstrated the ability to work on increasingly more complex assignments. . It is important for the incumbents to express themselves clearly and have strong written and oral communication skills in both English and Spanish.

THE SALARY IS NEGOTIABLE DURING THE INTERVIEW ACCORDING TO THE CANDIDATE SKILLS AND EXPERIENCE.