Role Definition:<\/p>\n
\tProvides first line of support, coordination of services, problem resolution and\/or recommendations on selected products and services.<\/p>\n
What You Will Do (Responsibilities):<\/p>\n
\tAddressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
\n\tAnswering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
\n\tIdentifying issues and determining appropriate course of action for effective resolution.
\n\tProcessing results from analysis of technical data.
\n\tUnderstand prime product or component health or status, if action is needed, and required next steps.<\/p>\n
What Will Put You Ahead (Preferred Skills):<\/p>\n
\tEarthmoving Equipment \/ Diesel Fitter \/ Diesel Mechanic qualification or training
\n\t5 – 7 years earthmoving \/ heavy equipment maintenance service experience<\/p>\n
What You Have (Basic Skills Required):<\/p>\n
\tCustomer 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.
\n\tData 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.
\n\tService 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.
\n\tConsulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
\n\tDecision 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.
\n\tEffective 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.
\n\tProblem 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.
\n\tRelationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.<\/p>\n
Apply via company website ( ) or<\/p>\n
careers.caterpillar.com<\/p>\n
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