Director of Warranty and Dealer Service Network

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.

About Us:

With 2024 sales and revenues of $64.8 billion, Caterpillar 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 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.

Caterpillar does business on every continent, principally operating through three primary segments – Construction Industries, Resource Industries and Energy & Transportation – and providing financing and related services through our Financial Products segment.

Job Description:
We have an exciting leadership opportunity for a Director of Warranty and Dealer Service Network for our Product Support and Logistics Divsion.

This leader will be responsible for providing strategic leadership to organizations accountable for the following areas:

• Development and deployment of the Warranty & Product Notification Transformation; enabling streamlined workorder information to warranty / product quality submission to Caterpillar, richer and faster information in support of warranty avoidance, higher quality claim adjudication controls; minimizing defects and improving management of warrantable charges and higher velocity and administrative efficiency in the end-to-end process (dealer and Cat).
• Lead the global warranty operations responsible for claim Caterpillar product claim adjudication, managing and publishing warranty policies, dealer warranty performance and regulatory / complicance controls. 
• Lead the global DSN tier 1 operations (Parts and Service), ensuring timely and high-quality issue resolution in support of Dealer Service Efficiency. Includes managing the feedback loop to partners to continuously improve source information (SIS parts & Service publications, Tools, etc) and supporting the acceleration & quality of Advanced Troubleshooting in SIS.

Job Responsibilities:
• Provides strategic leadership and management to global organization accountable for warranty and DSN Operations & ongoing efficiencies.
• Delivers a fully digital & integrated experience for our dealer service operations to create & warranty claims and interact on technical issue resolution.
• Oversees the efficient & timely Development / Adoption of Warranty and Product Quality Notification Transformation, leveraging the NPI process.
• Manages development and delivery of organizational strategies. Influences positive outcome of challenges or delays.
• Sponsors and champions delivery of organizational projects & goals across various types of parts and service information, data, and/or technologies. Interfaces with all Industry Partners, Distribution teams and dealers. 
• Provides day-to-day guidance and coaching to technical and administrative staff.

Desired Skills:
•    Leader experience with large global team.
•    Product Management experience (digital and equipment).
•    Global Dealer and customer experience.
•    Leadership with large complex projects, including strategic launch, development, validation and deployment. 

Demonstrated Skills:

• Customer focus, Data Gathering & Analysis, Service Excellence, Consulting, Effective Communications, Problem Solving, Relationship Management, Technical Excellence. 

Skills and Experience:

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.
• Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction.
• Provides customer focused vision, strategy and leadership that exceeds customer expectations.
• Persuasively articulates the link between customer focus and enhanced business success to s