In accordance with management directives, this position is the primary source of contact for Product Link (PL) connectivity, Customer Value Agreements (CVA), Predictive and Preventative Maintenance (PM) for the Electric Power, Petroleum, and Rental divisions. This individual will work directly with the CB customer base, sales force, service operations, and rental division personnel providing professional support and recommendations that help customers lower owning and operating costs, and improve uptime and availability.
This position mandates that the employee be able to perform all of the following functions:
Support Product Link (PL), Customer Value Agreements (CVA), Predictive and Preventative Maintenance (PM), and the Cat Inspect App;
Support sales, service, rental, and external customers as the first point of contact for all EMServices inquiries;
Develop competitive pricing and quoting options to support the sales, service, and rental teams;
Develop plans, processes, and procedures to support growth with Product Link connectivity, Digital Services, and Customer Value Agreements;
Generate, review, and maintain Excel files to report and summarize information or data, and distribute to internal and external contacts;
Generate and reconcile accurate service contractual invoices to Caterpillar and customers;
Accurately maintain multiple file types and folders in an organized structure on network drives;
Utilize Cat Remote Access Monitoring (RAM), Cat Remote Fleet Vision (RFV), VisionLink (VL) or other telematic platforms to gather engine data, and track asset event trends;
Professionally communicate with customers, service, or sales team contacts via phone or email to provide engine fault and/or event recommendations, and send electronic reports;
Utilize DBSi, and Cat systems to identify new engines sold with CVA or Connectivity offerings;
Regularly maintain CVA enrollments in DBSi and Lotus Notes data bases, and upload CVAs into the Cat Foresite system;
Proficiently review Caterpillar web sites and Tableau data bases for compiling data;
Provide internal CB and external customer training for Product Link and subscription based platforms;
Analyze SOS (Scheduled Oil Sampling) fluid results for use in providing recommendations;
Research repair history and use computer and/or literature based information to analyze engine electronic data to determine predictive & preventative maintenance recommendations for customers;
Attend and/or complete all required classroom or field safety training programs required for customer site visits;
Attend customer meetings and/or provide on-site asset inspections at locations across the CB territory;
Facilitate routine update calls with customers;
Substitute for other positions as needed.
Knowledge and Skills Required:
Thorough understanding of Caterpillar Electric Power and Petroleum industry engines, as well as, other Industrial based equipment. Understanding of operating risk associated with varying customer job site applications, maintenance products and industry demands. Must be proficient with Microsoft Office applications, including PowerPoint, Excel spreadsheet, and Word processing in a Windows based environment. Will possess excellent verbal, written, technical, analytical, and administrative skills. Ability to prioritize duties, work both independently and within a team, and carry out assignments of varying complexity with limited guidance. Strong self-starting, interpersonal, communication, and multi-tasking skills are required. Must be accountable, flexible, and successful within a team environment.
Background Training and Experience:
Progressive experience and thorough understanding focusing on exceptional internal and external services support, telematic connectivity and preventative maintenance contracts, repair before failure concepts, service operations, and an understanding of prime product engine and aftermarket consultative sales concepts. Business, technical or training degree preferred, or an equivalent combination of training and experience acceptable to the Company.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Cleveland Brothers Equipment Company