Career Area:
Product Support
Job 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.
Solar Service parts work relentlessly as one team to provide Service Parts Solutions to Achieve Best in Class Solar equipment availability. Service Parts EAME supports customers in the EAME region with all their service parts needs with the highest level of professionalism and urgency. This position supports customers in a set of countries and is responsible ensuring resolution of all questions and requests to customer satisfaction.
What will be your tasks/responsibilities?
- Support service parts requirements for internal and external customers:
- Receive and process requests for quotes. Given a parts listing (request for quote) by the customer, you validate the appropriate part numbers, pricing, and lead times to assure customer needs can be met. Acknowledge the quotes for the customer with terms and conditions noted.
- Receive Purchase Order (PO) from customer. Review terms and conditions. Identify all discrepancies or conflicts in the terms and conditions. Consult with lead or the manager to assure the terms and conditions are acceptable. Address these issues with the customer. Obtain final agreement with customer. Enter and acknowledges order to customer.
- Keep customer apprised of status. Solve all related problems that might surface during the process. Expedite as necessary to meet customer demands. Advise and negotiate with peers when required to consider conflicting priorities or simultaneous need for limited parts. Issue shipping instructions and any special packaging requirements. Coordinate with other Solar departments to assure the order is brought in to meet original promise date. Monitor order to point of delivery, follow up to resolve any customer concerns with order shipment.
- Process service orders in support of Solar maintenance contracts or warranty obligations.
What do we expect from a suitable candidate?
- A Bachelors degree in Business Administration, Supply Chain, Logistics or the demonstrable equivalent in relevant work experience
- A minimum 2 year experience on international sales administration/logistics environment is recommended. Demonstrable customer service experience is recommended.
- Must possess a general understanding of INCOTERMS,Export and Custom Regulations
- Must have excellent business professional written and verbal communication skills
- Enjoys contact with customers
- Attentive to details and focus on quality
- Good command of Excel (basic formulas, lookups, pivots, simple macros), Outlook, and in general MS Office producs.
- Proficiency in business English is mandatory. Other languages will be an asset.
- Positive and ambitious person interested in learning new skills and contributing to success of whole team.
Job Purpose
This position is accountable for the development and delivery of technical instruction to customers, field service personnel, and other Solar employees in the operation, maintenance and troubleshooting of Solar’s products and other related advanced technical topics. DIMENSIONS:
Contributes to revenue generation for Customer Services and supports the Technical Training Business/Sales Plan by conducting courses for customers, field personnel, and other Solar employees. The incumbent teaches most of the various courses offered, including advanced courses.
NATURE AND SCOPE:
Responsible for developing and conducting technical training programs for customers, field personnel and other Solar employees. Typical students attending courses are engineering personnel, maintenance supervisors, maintenance technicians, and equipment operators. The range of technical expertise required to teach these courses includes quantitative analysis/performance calculation of advanced engineering concepts related to Solar products and applications, and technical expertise in the following areas:
Design, applications, function, and operational characteristics of Solar turbomachinery and associated sub-systems, including commissioning, routine operating procedures, and routine maintenance practices.
Relay and Turbotronic control system logic and associated software/ documentation.
Advanced operating procedures, routine through advanced turbomachinery maintenance practices for advanced, non-routine product applications.
Turbotronic control system intermediate and advanced level programming and maintenance.
Intermediate to advanced diagnostic and troubleshooting techniques.
Advanced instrumentation and controls.
System upgrades, retrofits, redesigns.
Driven equipment design, troubleshooting, and controls.
Requires knowledge and experience equivalent to a B.S. degree in mechanical or electrical engineering or a related subject.
Designs and develops print, video or computer based training programs with minimal assistance from a technical editor/instructional designer. Monitors the technical and instructional integrity of training courseware, requiring instructional design/curriculum development skills. Conducts reviews of courseware and obtains concurrence of technical content from technical experts. Project manages and directs combined efforts with engineering and instructional design staff to develop courses for new products and advanced technologies, and modifies existing courseware to incorporate product changes.
Analyzes and researches unique technical requirements to customize student materials in support of courses taught at the customer’s site. Has authority to provide direction and information relative to major areas of expertise to modify or change training courses to meet specific customer needs.
While on site, the incumbent is self-supervised, and acts as a primary point of contact and source of product information for new and existing Solar customers.
The incumbent has excellent verbal communication and instructional platform skills to convey technical concepts and thoughts concisely to varied technical levels, often in a multicultural environment.
Provides leadership, guidance and training to Level 1, 2, and 3 instructors in the areas of product/technical knowledge, instructional skills, course development, and instructional materials revision.
Makes decisions regarding allocation of development project resources. Evaluates vendors of numerous products and services. Makes recommendations to management for purchase of equipment and/or services.
PRINCIPAL ACCOUNTABILITIES:
Conducts technical training courses for Solar customers, Field Service personnel, and other Solar employees in all applications of Solar’s entire product line.
Designs and develops new product training programs, including print documentation, video and computer based training.
- Professional Staff Development
Provides leadership, guidance and training to Level 1, 2, and 3 instructors in the areas of product/technical knowledge, instructional skills, course development, and instructional materials revision.
Project manages the evaluation, specification, and makes recommendations for purchase of hardware (test equipment, computers, other specialized equipment) and software required to support advanced technical courses.
Note: where company support is not provided for relocation and / or visa sponsorship, employees on other payrolls may still apply provided they are (i) willing to transfer to the payroll shown in the posting (ii) will relocate to the posting location at their own expense and (iii) have indefinite work authorization for this location at the time of application, without the requirement for company involvement. The permanent payroll transfer will need to be approved the relevant Director, VP, and ELT.
Posting Dates:
July 23, 2024 - July 24, 2024
Caterpillar is an Equal Opportunity Employer (EEO).
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