Career Area:Product SupportJob Description:Your Work Shapes the World at Caterpillar Inc.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 Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America.We’re committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team (https://www.youtube.com/watch?v=mYIDne7Q5ek&list=PLwAXbfivFg0jmiNqqgFLeQJpRBi-UVln&index=39) – creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience (https://www.youtube.com/watch?v=GvCYWtWARlk&list=PLwAXbfivFg0jmiNqqgFLeQJpRBi-UVln&index=25) .Job SummaryThe Technical Information Solutions (TIS) Innovation team, within Global Service, is responsible for driving dealer and customer efficiency through the use of digital tools such as SIS, SIS2GO, Cat ET (Electronic Technician) and Remote Service. Not a part gets sold, nor a machine or engine repaired, without using the information created, managed, and delivered by this team. As the ET Product Owner , you will have a unique opportunity to drive change in how dealers and customers troubleshoot product issues. You will be integral to defining and executing the roadmaps to take service to the next level – ultimately improving the safety and efficiency of the technician. You will work with dealers to understand their needs and work across the Caterpillar matrix to deliver on the vision you define.Additional Info:
This position is located in Peoria, IL.
Relocation assistance is available for this position.
This position requires up to 10% of working time, both domestic and international.
What You Will Do:
Working with dealer technicians to identify improvements to electronic service
Defining and executing a roadmap for Cat ET capabilities
Defining and executing integrations with platforms such as SIS 2.0, SIS2GO, VisionLink, warranty, and more
Engaging the enterprise as well as dealers to ensure their needs are met
Provide stakeholder updates on program progress, risks, mitigations, and demos
Proactively identify and resolve resource, quality & capacity gaps as they arise
What You Have (Required Skills):Bachelor’s degreeCustomer 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. Facilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Advises others on creating customer focused environments in various scenarios. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. Communicates and models the criticality of customer focus as an organizational strategy.Service 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. Anticipates customers' needs and satisfies them proactively. Resolves complex customer complaints or problems. Teaches others how to deliver excellent customer service in a variety of settings. Applies the concept of 'Moments of Truth' to customer service. Participates in developing a variety of effective ways to deal with difficult customers. Recovers from a service failure in a way that enhances customer's esteem of the organization.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. Delivers helpful feedback that focuses on behaviors without offending the recipient. Listens to feedback without defensiveness and uses it for own communication effectiveness. Makes oral presentations and writes reports needed for own work. Avoids technical jargon when inappropriate. Looks for and considers non-verbal cues from individuals and groups.What Will Set You Apart (Preferred Skills):
Prior experience managing large programs
Strong skills in organization, collaboration, attention to detail, influencing, communication, change management, and gaining commitment
High technical focus and broad dealer business understanding
Demonstrated involvement in innovation and use of technology to solve problems
Demonstrated excellence in a team environment
What You Will Get:We look forward to welcoming the successful candidate to our dynamic, diverse, and friendly team. We have a culture of openness, autonomy, support, personal development as well as a continuous drive for improvement.About CaterpillarCaterpillar 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.#LiSummary Pay Range:$126,000.00 - $189,000.00Compensation 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
Posting Dates:March 20, 2025 - April 3, 2025Any offer of employment is conditioned upon the successful completion of a drug screen.EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .