Service Information Specialist

Career Area Product Support 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 Summary Designs creates and maintains technical service documentation and or data for company products What You Will Do Creates validates and revises technical service information and or data in support of new product introduction continuous process improvement and revision timelines Manages and acts on dealer feedback Utilizes interfaces for different delivery media integrates text graphics and hyperlinks as needed Ensures all service information and or data is created accurately participates in process improvement efforts and follows information standards What You 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 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 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 Level Basic Understanding Describes alternative data-gathering techniques and tools Documents basic data-gathering methodologies Identifies the purposes of data gathering and analysis Identifies key objectives in gathering and analyzing data 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 Basic Understanding Cites personal experiences of receiving excellent customer service Describes examples of poor mediocre and excellent service Explains how managing customer perceptions and expectations enhances customer service Describes several important business benefits of providing high quality service 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 Level Basic Understanding Explains the roles and responsibilities of a consultant Lists the typical phases of a consulting assignment or project Presents a professional image especially when dealing with customers Describes the consulting process and relationship with clients 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 Basic Understanding Describes non-verbal behaviors that influence the interpretation of the message Cites examples of effective and ineffective communications Explains the importance of effective business communication Speaks writes using correct language mechanics and gestures 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 Basic Understanding Explains the value of a disciplined approach to problem solving Describes problem reporting and escalation practices Utilizes accepted procedures for problem analysis and resolution Identifies key aspects of problem-solving techniques used in own area Relationship Management Knowledge of relationship management techniques ability to establish and maintain healthy working relationships with clients vendors and peers Level Basic Understanding Provides examples of the characteristics of effective business relationships Identifies key business relationships in own organization Describes the nature of a productive business relationship Explains the benefits of building business partnerships Technical Excellence Knowledge of a given technology and various application methods ability to develop and provide solutions to significant technical challenges Level Basic Understanding Uses a structured approach in analyzing and resolving technical problems Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence Provides examples or case studies demonstrating technical excellence in actual business scenarios Pursues prepares for and assumes new technical assignments and challenges Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status however as a global company Caterpillar offers many job opportunities outside of India which can be found through our employment website at What You Will Get Our goal at Caterpillar is for you to have a rewarding career Our teams are critical to the success of our customers who build a better world Here you earn more than just wage because we value your performance we offer a total rewards package that provides day one benefits along with the potential of a variable bonus Additional benefits include paid annual leave flexi leave medical and insurance prorated based upon hire date Final Details Please frequently check the email associated with your application including the junk spam folder as this is the primary correspondence method If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status If you are interested in joining our team please apply using an English version of your CV We look forward to meeting you This is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities duties and effort required of employees assigned to this job At the discretion of management this description may be changed at any time to address the evolving needs of the organization It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act 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 Posting Dates August 11 2025 - August 18 2025 Caterpillar is an Equal Opportunity Employer Qualified applicants of any age are encouraged to apply Not ready to apply Join our