Customer Experience Manager

Career Area:

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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:

As a Customer Experience Manager, you will manage the strategic direction, development, and safe operations at one of the Global Demonstration and Learning Centers (DLC’s) including an Event Planner; Customer Experience Coordinator/Rep; Demonstrator Instructor Supervisor, 8-11 demonstrator instructors, earth moving fleet including Work Tools, demonstration and events scheduling, product and application training, and various other responsibilities described below. Primary focus is showcasing, demonstrating, and training on the Caterpillar Product Line, Technology products, and Services available. The Global DLC’s receive 7,000 to 20,000 visitors annually that account for 15,000 to 30,000 visitor days.

What You Will Do:

• Assuring team diversity, language skills / development, all related aspects of hiring and on-boarding, smart goal development, and the annual performance review process. Evaluates and motivates staff to achieve end results and maintains employee satisfaction (EOS) in a creative yet demanding environment.

• Manage equipment fleet of approximately 40 – 100 machines and work tools with a value of approximately $10-$30M, capital funding for fleet (CAPEX), and depreciation. Manage and budget for all aspects of the DLC equipment fleet. Annual CAPEX budget is $6-15M.

• Planning and monitoring annual depreciation expenses, coordination with Product and Industry Groups on annual machine roll-in and roll-out plans, coordination with GRUES for equipment sales and sales/profit results, equipment maintenance and repair scheduling, and machine configuration definition. There is also significant coordination with Cat Work Tools and our supplier for simulators.

• Develop and manage annual program revenue and expenses of approximately $4.5-6.5M.

• Responsible for working with internal business partner, dealers, and customers to ensure the DLC has the required assets and manpower to accommodate the requested event. You must understand the user’s vision to create a program or event that meets their needs and provides an outstanding customer experience.

• Develops and manages machine demonstrations. Also determines all key messaging (features and benefits), scripts and visuals for the demonstrations to assure visitors understand what is being shown and the related value.

• Oversee master schedule: Position coordinates with various DLC partners to maximize use of the facility assets and minimize schedule conflicts.

• Support growth of Equipment Training Solutions (ETS)

• Oversee and support growth of the Advanced Application specialist to deliver advanced product application training.

• Management of various DLC on and off-site assets: Manages ongoing planning, upkeep, and improvements to various DLC demonstration sites. Works with Facility Manager to implement Customer Experience improvements and coordinate changes; maintain current customer experience sites on campus.

What You Will Have:

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.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Strategic Thinking: Knowledge of the importance of "big picture" thinking and pla