Service Contracts and Condition Monitoring Operations Consultant - Africa Region at Caterpillar Inc.

The selected candidate for this position will be part of our regional center of excellence, whose primary focus is to support and enhance Caterpillar’s dealer network, which is a competitive strength and the critical way in which we serve our customers.

Responsibilities

• Driving excellence in Condition Monitoring and service contracts operational execution with selected dealers in the Africa Region, achieving targets on selected metrics.
• Improve dealer capabilities and capacity in the above-mentioned areas.
• Collaborate with internal partners to elaborate new creative plans to leverage Condition Monitoring for enhancing customer support.
• Execute Condition Monitoring strategies for the critical market segments: Construction Industries and/or Mining
• Perform on-site dealer evaluation of operational capabilities related to service contracts operational execution management and Condition Monitoring
• Provide direction and training to less experienced personnel.
• Perform complex analysis work; identify and resolve strategic problems.
• Keeping up with new industry trends through experience, stay abreast of industry and technology changes and relate those changes to Caterpillar, dealer, and customer needs.

Skill Descriptors: Proven years of experience in Earthmoving and /or Mining industry in the areas of Condition Monitoring or service contract management or service operations management.

Languages – English required, French and / or Arabic would be particularly desirable.

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.

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.

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

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.

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 establish and maintain healthy working relationships with clients, vendors, and peers.