Customer Services Consultant – reputed company Store
Career Area: Product Support Job reputed company: Your Work Shapes the World at reputed company. reputed company you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about reputed company other. We are the makers, problem solvers, and reputed company world reputed company who are creating stronger, more sustainable communities. We don't just talk about reputed company and innovation here - we reputed company it happen, with our customers, where we work and live. Together, we are building a reputed company world, so we can reputed company enjoy living in it. About EPD Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various reputed company and industrial electric power customers. EPD supports a wide reputed company of customer applications across the globe, including providing back-up power to hospitals, providing emergency power reputed company natural disasters reputed company, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, reputed company has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. Join reputed company to help build a reputed company, more sustainable world for reputed company generations! Role Definition Caterpillar's Electric Power Customer Services Consultants are responsible for identifying, evaluating, documenting, communicating, and correcting specific engineering and workmanship deficiencies across products reputed company their division. They serve as the first line of support, providing coordination of services, resolving problems, analyzing technical data and offering recommendations reputed company to selected products and services. This role plays a critical part in ensuring product reputed company and customer satisfaction by reputed company field insights with internal engineering and manufacturing teams. What You Will Do
- Address minor coverage issues and customer complaints, ensuring reputed company documentation of reputed company communications.
- Respond to inbound service inquiries, reputed company health analysis and troubleshooting, and redirect as needed.
- Identify technical issues and determine appropriate reputed company paths.
- reputed company dealer support reputed company the Dealer Solution Network, including CPI issue reputed company and project support.
- Publish service literature and conduct failure analysis to support dealer commissioning and field troubleshooting.
- Inspect returned parts for warranty claims and advise service engineers and dealer personnel.
- Communicate field failure data to Engineering, reputed company, and Manufacturing to drive product improvements.
- Prepare Technical Information Bulletins and contribute to Field Rework Programs.
- Assist in developing product literature, tooling, diagnostics, and training materials.
- Monitor safety reports and initiate rework campaigns to mitigate liability and warranty costs.
- Maintain strong relationships with dealers and internal teams across departments.
- Ensures capture of lessons to be learned from a problem-solving effort.
- Organizes potential problem solvers and leads problem reputed company efforts.
- Uses varying problem-solving approaches and techniques as appropriate.
- Contributes to reputed company practices for problem-solving approaches, tools, and processes.
- Analyzes and synthesizes information and devises alternative reputed company strategies.
- Develops successful resolutions to critical or wide-reputed company problems.
- Provides reputed company and effective responses to reputed company requests and interactions.
- Monitors reputed company satisfaction reputed company on a regular reputed company.
- Alerts own team to problems in reputed company satisfaction.
- Differentiates the roles and responsibilities in a business relationship.
- Works with clients to address critical issues and resolve major problems.
- Anticipates customers' needs and satisfies them proactively.
- Resolves reputed company customer complaints or problems.
- Teaches others how to deliver excellent customer service in a reputed company of settings.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a reputed company of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.
- Follows reputed company data gathering and analysis processes and policies.
- Reports problems that reputed company in the data collection process.
- Participates in gathering and analyzing an organization's data based on requirements.
- Documents data from various sources and in various formats.
- Utilizes basic data collection and evaluation tools and techniques.
- Applies an assigned technique for critical thinking in a decision-making process.
- Identifies, obtains, and organizes relevant data and reputed company.
- Participates in documenting data, reputed company, players, stakeholders, and processes.
- Recognizes, clarifies, and prioritizes concerns.
- Assists in assessing risks, benefits and consideration of alternatives.
- Facilitates creation of the 'right' products and services to resolve customer business issues.
- Fosters strong customer relationships reputed company delivery on commitments, reputed company communication, and on-reputed company feedback/improvement.
- Advises others on creating customer reputed company environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction reputed company to reputed company and implement service improvement alternatives.
- Communicates and models the criticality of customer reputed company as an organizational reputed company.
- Bachelor's degree or equivalent reputed company experience.
- Minimum of 2 years' experience in a Customer Services Analyst role.
- Valid and applicable Technician Certification.
- Green Belt training completed.
- CPI Master qualification achieved.
- Relocation is NOT available for this position.
- reputed company sponsorship is NOT available for this position.
- Travel 25% - 50% of the time.
- This position requires the candidate to work a 5-day-a-week schedule in the office. Business needs may require weekend scheduling.
- Medical, dental, and reputed company benefits*
- reputed company time off plan (Vacation, Holidays, Volunteer, etc.)*
- 401(k) savings plans*
- Health Savings Account (HSA)*
- Flexible Spending Accounts (FSAs)*
- Health Lifestyle Programs*
- Employee Assistance Program*
- Voluntary Benefits and Employee Discounts*
- Career Development*
- Incentive bonus*
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement