Senior Service Technology & Data Manager (Service Events & Insights)

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.

Your Work Shapes the World at Caterpillar Inc.
 

When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other.  We are the makers, problem solvers and future work 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.

Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence.

The Global Service organization within PSLD provides world-class support to Cat® dealers across the globe. As the Senior Manager, Service Events & Insights, you will enable high-quality, actionable insights by stewarding and advancing fluid analysis, inspection, service response, Cat Interact and dealer Work Order data within the Service Events Domain by:

• Refining, documenting, and governing the use of Service Events Domain data across the enterprise to promote consistent interpretation, trusted analytics, and improved decision-making. This includes establishing standards, data definitions, and usage guidance that enable deeper insight and accelerated adoption of service event intelligence.
• Standardizing authorship and optimizing execution of dealer service events through the refinement and governance of the Service Maintenance Control System (SMCS) codes. This work ensures uniform classification of service activity, improves analytical fidelity, and enhances the effectiveness of service planning and execution.
• Partnering with distribution, digital, and industry stakeholders to define, standardize, and continuously improve dealer Work Order data quality. This includes driving alignment on data capture standards, closing quality gaps, and enabling scalable insights that support dealer performance, customer outcomes, and enterprise initiatives.

Additional Information:

• Location:  Peoria, IL (United States)
• Required Travel: Up to 10% (Domestic & International)
• Relocation Assistance Offered: None
• US Work Sponsorship Offered: None

What You Will Do:

· Provide strategic leadership, direction and methodology for analysis, structure and storage of global dealer service data.

· Oversee the creation, enhancement and stewardship of all elements of the Service Events Domain.

· Provide deep subject matter expertise for delivery of organizational projects & goals directly aligned with the business needs of Industry Partners, Distribution teams and dealers.

What You Have (Basic Requirements):
• Education Requirement: 4-year college degree in Business, Data Science, Engineering, Mathematics or related field.

• 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.

• 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.

• 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.

• Relationship Management: Knowledge of relationship management techniques; ability to es