Sem Aftermarket Services Representative

**Career Area**:
Sales

**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 DUTIES**:
Dealer complexity

Mid/large size dealer or multiple smaller dealers

Relationships to be established

Integration requires investment

Policies not in place or need redesign or change is difficult

Organization restructuring or transformation might be required

Some dealer performance issues

Strategy might need some redefinition, refocus or alignment with CAT & market

Customer base complexity

Complex and/or demanding customers

Possible market shrinking or significant market opportunity to develop new customer base and/or solution offering

New / hunting market strategy might be required to capture non-traditional customers (eg. Retail strategy)

Growth Accounts and rest of the customer base strategy - med / high complexity

DIM / WWM/ DFM customer strategy - medium to high complexity

Territory complexity

Macroeconomics unstable and/or challenging environment

Competitive landscape

Might be new CAT territories and/or isolated locations with limited support from others

**Freedom to act**
- Works under very general direction
- Works fully within the Caterpillar business model to make recommendations on variance fund usage to support go to market strategies | drives biz development & new customer solutions
- Scope of recommendation on allocation of sales variance fund: med/ high limit with pre-agreed direction from supervisor with some scope to propose new solutions

**Leadership**
- Impactful influence of dealer sales effectiveness - Med/ High | coach dealer Sales Manager
- Internal stakeholders influencing - Med/ High

**Knowledge**
- Product & solutions knowledge

Good knowledge of Enterprise products & services

Able to identify new customer needs and stimulate breakthrough solutions

Focuses on value & solutions
- Industry/ market knowledge

Strong understanding of the business environment and competitive landscape\

Good knowledge of competitors offering
- Advanced use of sales tools (eg lead generation) & internal systems (eg quoting, pricing, technical research )
- Brings best practice experience to improve dealer sales effectiveness.

**Standard job duties include**:

- Deliver, in collaboration with the SEM dealers, the annual total business plan for the assigned dealer territories.
- In collaboration with assigned SEM dealers develop and implement aftermarket solutions industry account plans for assigned high-opportunity customer accounts.
- Collaborate with industries to identify customer accounts for growth
- Develop aftermarket solutions growth opportunities & execute approved targeted marketing campaigns
- Optimize parts sales variance utilization within assigned budget to drive incremental top line revenue and deliver business plan.
- Drive regular sales performance reviews with dealers and ensure implementation of corrective actions where needed.
- Track opportunity, participation and close rates and report VOC/VOD.
- Work the PSLD team to ensure the right part is stocked at the dealership and facing DC.
- Seek understanding, document and communicate internally on customer requirements, business models, competitive landscape and other market intelligence to ensure proper solutions are in place with adequate pricing.
- Partner with dealers’ Parts & Service Sales Managers and their PSSR/ISR/Parts Counter organization to influence sales force effectiveness.
- Identify and communicate opportunities for improving aftermarket solutions sales management, marketing and operational capabilities at assigned dealers.
- Drive customer connectivity as an enabler to business
- Keep up to date with industry trends, changing technology and market regulations in countries covered
- Manage the T&E budget
- Partner with & influence other internal parties to ensure general customer needs are met for an effective commercial relationship
- Understand Caterpillar’s business model and act within the business process guidance on review and approval for variance programs and commercial actions.

**COMPETENCIES & BEHAVIORS**:
Incumbents must demonstrate the following competencies and behaviors:

- Technical knowledge
- University degree
- Strong business acumen
- Proficient analytic tools user
- Industry knowledge (intermediate level)
- Intermediate knowledge of customer solutions (parts products, service offerings, solution offerings)
- Experience in sales & marketing areas
- Experience in the markets/ industry he/she would be serving
- Interpersonal skills and behaviors
- Customer app