Senior Product Support Operations Consultant

2 months ago

Bengaluru, India Caterpillar Full time

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.

About the Role
Caterpillar's Asia Pacific Distribution Division (APD) team is seeking a Product Support Operations Consultant in Japan, India or Singapore. Your primary role is to act as a consultant to Dealers to increase parts & service sales, service profitability, customer satisfaction & safety in collaboration with the District Office to elevate Dealer capabilities in Service Operations. The position will have a designated territory though the incumbent will be required to support other APD Dealers where required.

What You Will Do

Provide consultancy that drives operational advancement to improve dealer profitability and increase Sales to Users (STU). The incumbent is a liaison among dealers, customers, and other Caterpillar personnel. You will collaborate with dealers to build service capability, drive process improvement, and execute action plans in alignment with the Service Excellence Program (SEP) and our Services Growth strategy.

Consulting dealers in developing right sized product support performance capability & capacity in service operations. This includes leading specific improvement projects.


• Assisting dealers with operational excellence through Root Cause Corrective Actions.
• Assist with the development of, and execution of Dealer Service Strategy that aligns with Caterpillar Services Growth Strategy
• Champion and implement digital technology to support technician efficiency in alignment with Dealers digital service strategy
• Through the lens of the Service Excellence Program, engage Dealers to deliver sustainable improvement.
• Providing coaching and guidance to District PSORs

What You Have
Influence: Strong interpersonal and influence skills to influence senior leadership, lead change internally with dealer personnel and customers and communicate effectively
Collaboration: Ability to work both independently and as part of a team.
Project Management: Ability to set strategy, lead projects independently, and work on larger scale with more complex assignments.
Business Acumen: Established dealer network/relationships and operational credibility based on past interactions; Strong commercial & operations principles.
Leadership: Provide direction and coaching to consultants & field representatives

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