Career Area:
Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you'rejoining 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'tjust 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.
JOB PURPOSE: Serves as an application specialist in Mining Technology industry. Leverages mining technology application knowledge to improve mining operations, process, change management, increase customer loyalty, and improve sales force effectiveness. This position supports current implementations for MineStar Command for Hauling.
Application Specialist reports to a Site Manager that manages 1 autonomous operation and or 1-2 smaller less complex technology accounts and reports on their status. Also supplies recommendations back through the Product Development group to influence future product development. This position will influence market requirements, trends, and key areas for product improvement. The technology specialist is assigned to a region and will report out on the current status of accounts and will be supported closely by more experienced Application Specialists.
JOB DUTIES: Include the following functional areas:
Drive customer recognition of value of product feature design, improved processes, and change management.
•Provides account management and reports on 1-2 smaller less complex sites
•Support customers by providing basic product application expertise
•Support smaller customers on recommendations to improve operations using MineStar technology
•Consults with site on basic features and processes are in place to support mining technology
•Benchmarks site performance using several metrics to ensure continuous improvement
•Recommends MineStar Best Practices and processes with support of more experienced Application Specialists
•Support customers through the change management process
•Supports basic training of customer personnel in areas of expertise
•Provides feedback to product feature/benefits
•Drive improvement projects to maintain and increase productivity
•Participate in Field Follows as needed
Improve the industry's perception of Caterpillar.
•Serve as a basic application specialist to customers and dealers
•Participate in related mining associations
Individuals in this position must understand and keep current in mining technology. They are still in the learning process and will be called upon to support the mining technology industry to increase the product value to our customers. They must have excellent problem solving and analysis ability to determine the correct direction to solve customer issues with support from senior specialist. They will consult on the smaller customer accounts to recommend improvements to People, Process, and their Technology. Incumbents will apply their knowledge of the product, technology, and industry to support Caterpillar, dealer, and customer goals.
Incumbents, along with their manager, will direct their development and continual learning through experience and staying abreast of technology changes. Key learning comes from continued experience at customer sites. They will provide excellent communication and build solid relationships with the customer, dealer, and Caterpillar.
Incumbents must stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer and customer needs.
Skill Descriptors Customer 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.
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.
Field Support: Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products.
BACKGROUND/EXPERIENCE: The position requires knowledge of mining technology products, product applications, and customer value stream.
Mining experience in the industry is highly valued.
English Intermediate
Bachelor´s Degree
Top Candidates will have: Preferred 1-2 years of Fleet/Command/Health mining technology experience.
Basic knowledge of the customer business and the understanding of dealer operations are also required.
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Posting Dates:
marzo 19, 2024 - marzo 28, 2024 Caterpillar is an Equal Opportunity Employer (EEO).
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