Fleet Manager

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.

Role Definition
Manages on-site fleet and operational support for the customer solutions.

Responsibilities
•    Assigning Field Service personnel to client accounts in order to maintain customer satisfaction and efficiently utilize resources. Ensuring that the skill set of the assigned personnel meets the needs of the client organization.
•    Assisting the sales team by acting as a technical resource during the sales cycle for national or major accounts. Assisting in contract or service agreement negotiations as needed.
•    Gathering information regarding the nature of customer support issues and reporting trends to engineering for product revisions or enhancements.
•    Establishing guidelines and defining standards for on-site technical support. Tracking service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently.

Skill Descriptors
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.
Level Working Knowledge: 
•    Communicates the importance of customer needs/expectations and commits to resolving them.
•    Researches and verifies customer needs and expectations.
•    Solicits customer satisfaction feedback and acts on improvement opportunities.
•    Helps link organizational objectives to customer needs and expectations.
•    Meets regularly with customers to understand their wants, needs and expectations.

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.
Level Working Knowledge: 
•    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.
•    Provides direct service to internal or external customers.
•    Documents customer complaints in a timely manner.

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.
Level Working Knowledge: 
•    Delivers helpful feedback that focuses on behaviors without offending the recipient.
•    Listens to feedback without defensiveness and uses it for own communication effectiveness.
•    Makes oral presentations and writes reports needed for own work.
•    Avoids technical jargon when inappropriate.
•    Looks for and considers non-verbal cues from individuals and groups.

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.
Level Working Knowledge: 
•    Identifies and documents specific problems and resolution alternatives.
•    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.
•    Uses fact-finding techniques and diagnostic tools to identify problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge: 
•    Provides prompt and effective responses to client requests and interactions.
•    Monitors client satisfaction levels on a regular basis.
•    Alerts own team to problems in client satisfaction.
•    Differentiates the roles and responsibilities in a business relationship.
•    Works with clients to address critical issues and resolve major problems.

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