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.

**Job Description**:
To aggregate, correlate and create Caterpillar customer and dealer recommendations using the 5 elements of condition monitoring in order to provide critical suggested actions to help customers lower owning and operating costs, improve availability, and reduce warranty costs. These recommendations will improve customer loyalty, increase enterprise market share, and grow parts and service sales, while reducing the customer's costs through equipment management efficiency.
JOB RELATED ACCOUNTABILITY:

- Provides equipment management services for at least 300 Product Link assets, 50 VIMS assets, or some combination of both.
JOB DUTIES:
Condition Monitoring Advisors (CMAs) will monitor the elements of S-O-SSM fluid analysis, equipment inspections, electronic data, repair history and site conditions to provide relevant recommendations as indicated by the data. This includes the following essential duties and responsibilities:

- Aggregate and correlate the five elements of condition monitoring, where all are available.
Provides equipment recommendations to Caterpillar dealers and customers.
- Uses enabling software tools & systems to prioritize and analyze condition monitoring data inputs.
- Extracts or is provided data from the appropriate business systems including customer, dealer and contractor sources.
- Provides information for equipment management lead tracking and resolution.
- Prepares standard written reports of recommendations for customers and their Caterpillar dealers on a monthly basis.
- Facilitates ongoing customer meetings with Caterpillar dealers, product groups, JSS and others as needed.
- Communicates verbal recommendations as required to customers and their Caterpillar dealers.
- Builds collaborative relationships & acts as a consultant with equipment management personnel.
BACKGROUND/EXPERIENCE:

This position has been evaluated using Hay Standard Process and has taken into consideration the organizational structure and reporting relationship. Any deviation from the information above may impact the evaluation of this position.
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 Working Knowledge:

- Provides a quality of service that customers describe as excellent.
- Resolves common customer problems.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Provides direct service to internal or external customers.
- Documents customer complaints in a timely manner.
- 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 prof