Caterpillar Hiring Condition Monitoring Consultant (Chennai)

Your Work Shapes the World at Caterpillar

When you join Caterpillar, you become part of a global team that cares about the work it does and about each other. We are makers, problem solvers, and future world builders working to create stronger, more sustainable communities. We make progress and innovation happen with our customers, wherever we work and live, so that everyone can enjoy the better world we are building.

Role Definition

This role provides first line support, coordinates services, resolves problems, and gives recommendations on selected products and services.

Responsibilities

• Address minor coverage issues and resolve minor complaints, and make sure all customer communication is clearly documented.
• Answer inbound customer service inquiries, provide health analysis or troubleshooting, and redirect them when appropriate.
• Identify issues and decide on the right course of action for effective resolution.
• Process the results of technical data analysis.
• Understand the health or status of prime products or components, and determine whether action is needed and the next steps.

Skill Descriptors

Customer Focus: Knows the values and practices that place customer needs and satisfaction at the center of business decisions, and uses that information to build customized solutions. At an extensive level, the role creates the right products and services to resolve customer business issues, builds strong relationships through delivery on commitments and open communication, measures satisfaction, and models the importance of customer focus.

Data Gathering & Analysis: Knows data gathering and analysis tools, techniques, and processes, and can collect and synthesize data from many stakeholders and sources objectively. At a working knowledge level, the role follows proper data processes and policies, reports collection problems, documents data from various sources, and uses basic collection and evaluation tools.

Service Excellence: Knows customer service concepts and techniques, and can meet or exceed customer needs. At a working knowledge level, the role delivers service that customers describe as excellent, resolves common problems, responds to unexpected requests with urgency, and documents complaints promptly.

Consulting: Knows how to provide technical or business guidance to internal and external clients. At a working knowledge level, the role explains assignment requirements, deliverables, costs, and criticalities, keeps clients informed of progress and issues, and documents client objectives and project scope.

Decision Making and Critical Thinking: Knows the decision-making process and can reach productive decisions based on informed judgment. At a basic level, the role identifies issues that need decisions, communicates with others, and understands which decisions it may and may not make.

Effective Communications: Understands effective communication and can transmit, receive, and interpret ideas and information accurately. At a working knowledge level, the role gives helpful feedback, listens without defensiveness, writes reports and makes presentations for its own work, and avoids unnecessary technical jargon.

Problem Solving: Knows approaches and tools for recognizing, anticipating, and resolving organizational, operational, or process problems. At an extensive level, the role captures lessons learned, leads problem resolution efforts, develops resolutions for critical problems, and contributes to standard practices.

Relationship Management: Knows relationship management techniques and can build healthy working relationships with clients, vendors, and peers. At a working knowledge level, the role responds promptly to client requests, monitors client satisfaction, alerts the team to problems, and works with clients to resolve major issues.