Condition Monitoring Advisor

**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.

Role Definition
Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

Responsibilities
- Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
- Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
- Identifying issues and determining appropriate course of action for effective resolution.
- Processing results from analysis of technical data
- Understand prime product or component health or status, if action is needed, and required next steps.

Skill Descriptors

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 Extensive Experience:

- Facilitates creation of the 'right' products and services to resolve customer business issues.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
- Advises others on creating customer focused environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
- Communicates and models the criticality of customer focus as an organizational strategy.

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 Working Knowledge:

- Follows proper data gathering and analysis processes and policies.
- Reports problems that arise in the data collection process.
- Participates in gathering and analyzing an organization's data based on requirements.
- Documents data from various sources and in various formats.
- Utilizes basic data collection and evaluation tools and techniques.

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 Extensive Experience:

- Anticipates customers' needs and satisfies them proactively.
- Resolves complex customer complaints or problems.
- Teaches others how to deliver excellent customer service in a variety of settings.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.

Level Working Knowledge:

- Explains the requirements, deliverables, costs, and criticalities of the assignment.
- Participates in developing consulting opportunities or assignments.
- Uses formal and informal means to keep client informed on progress and issues.
- Carries out the agreed-upon consulting assignment in a professional manner.
- Documents client's objectives and project scope.

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.

Level Working Knowledge:

- Applies an assigned technique for critical thinking in a decision-making process.
- Identifies, obtains, and organizes relevant data and ideas.
- Participates in documenting data, ideas, players, stakeholders, and processes.
- Recognizes, clarifies, and prioritizes concerns.
- Assists in assessing risks, benefits and consideration of alternatives.

Level Extensive Experience:

- Reviews others' writing or presentations and provides feedback and coaching.
- Adapts documents and presentations for the intended audience.
- Demonstrates both empathy and assertiveness when communicating a need or defending a position.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Maintains focus on the topic at hand.

Level Extensive Experience:

- Ensures capture of lessons to be learned from a problem-solving effort.
- Organizes potential problem solvers and leads problem resolution e