Job Description

Career Area: Product Support

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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
Designs, creates and maintains technical service documentation and/or data for company products..

Responsibilities

• 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.

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 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.

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 \xe2\x80\x9cessential job functions\xe2\x80\x9d as that term is defined by the Americans with Disabilities Act.

Caterpillar is an Equal Opportunity Employer (EEO).

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