Job Description

Career Area: Product Support: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.Excavation Division currently has an opportunity for an experienced Region Manager - Product Support, to join the Caterpillar team.Job SummaryProvides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.What You Will Do

• Determining service level standards for customer service requests for product lines.
• Answering technical questions for complex issues and procedures or to handle technical problems with customers\' products.
• Prioritize and implement product improvements related to customer issues and manage cost impact.
• Implementing service strategies for a given product to improve its repairability and maintenance.
• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

Top Candidate Will Also HaveCustomer 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.

• Communicates the importance of customer needs/expectations and commits to resolving them.
• Helps link organizational objectives to customer needs and expectations.
• Meets regularly with customers to understand their wants, needs and expectations.

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.

• Follows proper data gathering and analysis processes and policies.
• Reports problems that arise in the data collection process.
• Participates in gathering and analyzing an organization\'s data based on requirements.

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.

• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.

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.

• Explains the requirements, deliverables, costs, and criticalities of the assignment.
• Participates in developing consulting opportunities or assignments.
• Uses formal and informal means to keep client informed on progress and issues.

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.

• Reviews others\' writing or presentations and provides feedback and coaching.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.

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.

• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

Relationship Management : Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Communicates to clients regarding expectations of all parties.
• Participates in negotiating the terms of the business relationship.
• Maintains productive, long-term relationships with clients or vendors.

Technical Excellence : Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

• Advises others on the assessment and provision of all technical solutions.
• Engages appropriate subject matter resources to effectively resolve technical issues.
• Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
• Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.

What You Will GetOur goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, flexi leave, medical and insurance. (prorated based upon hire date).Additional DetailsCaterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status ; however, as a global company, Caterpillar offers many job opportunities outside of Singapore which can be found through our employment website at .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.If you are interested in joining our team, please apply using an English version of your CV. We look forward to meeting you!#LI-HybridPosting Dates: May 24, 2024 - June 6, 2024Caterpillar is an Equal Opportunity Employer (EEO).Not ready to apply? Join our .

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