Services Growth 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.

Job Title: Services Growth Manager

Salary: £60,000 per annum + Dependent Upon Experience

Location : Peterborough, UK

Benefits: 

• 25 days annual leave,    
• Up to 18% Bonus
• Car Allowance PCB
• Contributory pension scheme - Caterpillar will double the employee's contribution Up to 10%
• Contributory share scheme - Caterpillar will match 50% of the employee's contribution.
• Optional flexible benefits including access to health and dental care plans, EV car lease, holiday purchase.

Flexible working arrangements will be considered for this role, in-line with the needs of the business.

Sponsorship & Relocation is not supported for this role .

About IPSD

Caterpillar’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L Cat® and Perkins engines that power over 5000 applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future. 

Job Summary

The Services Growth Manager position sits within the Service and Customer Support (SC&S) department of IPSD and will be focused on the Perkins service network performance and growth objectives. This is a global role that will work closely with our product support teams and distribution partners to grow Service Revenue. This role will be key to developing service solutions that will help engage our distribution partners and grow profitably in the service business.     

You will provide first line of support, coordination of services, problem resolution and/or recommendations on selected products and services. You will also be managing our Hypercare and PPP Service Offerings; including oversight to ongoing projects, service improvements, future strategy development and cross functional collaboration. 

Additional Info :

• Hybrid work pattern - 3 days in the office, Tuesdays and Thursdays mandatory, 1 optional.
• Limited global travel expected.

What You Will Do:

• Act as the main point of contact in relation to our Hypercare and PPP service offerings.
• Work collaboratively across multiple teams to continue to develop these service offerings, set deadlines, assign responsibilities, and monitor and summarise project progress
• Management and cascade of the communication plan, including ownership of internal governance, employee communication and collaboration with support functions.
• Prepare high quality presentation materials to communicate the strategy and its implementation to stakeholders at all levels of the organisation
• Answer inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
• Address minor coverage issues and resolve minor complaints, ensuring all customer communication is clearly documented.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of technical data.

What You Have:

Customer Focus:

• Provides customer focused vision, strategy and leadership that exceeds customer expectations.
• Persuasively articulates the link between customer focus and enhanced business success to stakeholders.
• Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization.

Service Excellence

• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.

Effective Communication

• Adapts documents and presentations for the intended audience.
• Communicates well downward, upward, and outward.

Relationship Management

• Conducts periodic reviews of work effort, progress, issues, and successes.
• Maintains productive, long-term relationships with both internal and external customers.

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.
• Teaches others how to improve the validity and reliability of data used in various analyses.

What You Will Get

• Global project leadership experience.
• Caterpillar Dealer/ Perkins Distributor facing project experience.
• Experience of leading Enterprise initiatives to drive Services Growth.
• Change management experience.
• Exposure to and interaction with all levels of management
• Opportunity to present to large audiences. 

About Caterpillar

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 nearly 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.

NB. The panel cannot make assumptions when shortlisting therefore please demonstrate your qualifications and experience on your CV relevant to the criteria outlined.

Pending the number of applications, the criteria for the position may be enhanced to facilitate shortlisting. #LI-Hybrid

Posting Dates:

March 28, 2024 - April 12, 2024

Caterpillar is an Equal Opportunity Employer (EEO).

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