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.The Global Warranty Team (within Global Service) is responsible for adjudicating warranty claims, managing compliance, and adherence to policies. As the Warranty Data & Digital Products Manager, you’ll lead a team that digs deep into warranty data and provides insights to improve operational performance. You will also own several digital products that enable the Global Warranty team to manage warranty programs and policies, adjudicate claims, process goodwill, enable supplier recovery, and notify product groups of product problems. You’ll also play a key role in shaping the requirements of the new warranty transformation program, which aims to take Caterpillar and dealer warranty operations to a whole new level of efficiency and simplicity.You’ll also have the opportunity to work closely with dealers and multiple different teams across Caterpillar (Product Groups, Industry teams, Global Purchasing, Global Quality, Cat Insurance, Treasury, Corporate Accounting, Goodwill, Cat IT, Cat Digital, and more) to participate in warranty-related projects, help solve warranty issues, and build business partner needs into the digital product roadmaps. Your team will also manage the Warranty Excellence program with dealers.Job Duties/Responsibilities may include, but are not limited to:
Build an organizational climate/culture that encourages continuous improvement, collaboration, excitement, commitment, and a sense of urgency toward business success
Collaborate with enterprise business partners on critical projects that require integration with warranty systems or need access to warranty data and/or insights
Analyze and interpret warranty data to identify trends, areas of opportunity, and make recommendations
Lead the Warranty Excellence program with dealers globally
Own digital product strategies and roadmap (Caterpillar Service Claim System, Warranty Admin application, Claimsi, SMDT, and associated data tables) roadmap, and stakeholder governance
Partner with the Cat IT and Cat Digital development teams to articulate business needs and ensure requirements are met and projects completed on time
Lead deployment of warranty system fixes and enhancements with end-users – includes release communications, user training, and responding to warranty PSCRM tickets.
Partner with the warranty transformation team to seek out opportunities to create efficiency and simplicity in warranty processes and UX/UI
Support compliance with Sarbanes Oxley regulatory requirements
SkillsCustomer 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.Data 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.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.Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.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.Problem 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.Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.Basic Qualifications:
A Bachelor’s degree or equivalent working experience
Work experience with Product Support
Excellent communication and teamwork skills
Top Candidates will also have:
Excellent skills in team leadership, people development, organization, process management, collaboration, change management, attention to detail, and data analytics/interpretation
Experience working with Caterpillar dealers, product groups, or industry teams, ideally in product support and/or technology deployment
Demonstrated experience with data analysis tools, techniques, and processes and a passion for diving into the unknown, interpreting data, and sharing insights
Strong financial and business acumen to analyze, interpret, and make strategic recommendations to drive continuous improvement within the warranty operation
Experience in owning digital platforms, product development roadmaps, and user adoption
Proven ability to lead challenging projects, investigate complex issues, and recommend solutions with high autonomy
Knowledge of Caterpillar warranty policies and processes
#LI#BIThis Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.Posting Dates:March 11, 2024 - March 15, 2024Any 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) .There’s more to work at Caterpillar than just the work itself. We hire smart, friendly people and it shows in our culture. We hold ourselves to high standards and make sure our values of integrity, excellence, teamwork, commitment and sustainability come to life in the way we work. We make sure our employees feel continuously challenged while also supported. We provide professional growth opportunities, including leadership programs. We celebrate the diversity of our team, while also working together as one Caterpillar.Our culture, like everything at our company, is made possible by each employee’s contribution. Person by person, we create the environment we work in, and we are proud of the Caterpillar we’ve built.