Caterpillar Inc. is looking for a Condition Monitoring Advisor to provide first-line support and coordination for our products and services. In this role, you will understand prime product or component health, determine required actions, and ensure effective problem resolution.
What You'll Do
- Address minor coverage issues and resolve minor complaints, ensuring all customer communication is clearly documented.
- Answer inbound customer service inquiries, provide health analysis or troubleshooting, and redirect them when appropriate.
- Identify issues and determine the appropriate course of action for effective resolution.
- Process results from the analysis of technical data.
What We're Looking For
- Extensive experience in Customer Focus: Facilitating the creation of products/services to resolve customer issues, fostering strong relationships, advising others, anticipating needs, measuring satisfaction, and communicating its criticality.
- Working knowledge of Data Gathering & Analysis: Following proper processes, reporting problems, participating in gathering and analyzing data, documenting data from various sources, and utilizing basic data collection tools.
- Extensive experience in Service Excellence: Anticipating and proactively satisfying customer needs, resolving complex complaints, teaching others, applying 'Moments of Truth', developing ways to deal with difficult customers, and recovering from service failures.
- Working knowledge of Consulting: Explaining assignment requirements and costs, participating in developing consulting opportunities, keeping clients informed, carrying out assignments professionally, and documenting client objectives.
- Working knowledge of Decision Making and Critical Thinking: Applying assigned techniques, identifying and organizing relevant data, participating in documentation, recognizing and prioritizing concerns, and assisting in assessing risks and alternatives.
- Extensive experience in Effective Communications: Reviewing and providing feedback on others' communications, adapting documents for audience, demonstrating empathy and assertiveness, communicating in all directions, employing persuasion, and maintaining focus.
- Extensive experience in Problem Solving: Ensuring capture of lessons learned, organizing and leading problem resolution efforts, using varying approaches, contributing to standard practices, analyzing information for alternative strategies, and developing resolutions to critical problems.
- Working knowledge of Relationship Management: Providing prompt responses to clients, monitoring client satisfaction, alerting the team to problems, differentiating roles in a business relationship, and working with clients to address critical issues.
Benefits & Compensation
- Relocation is available for this position.
Work Mode
This position is onsite.
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.
