Career Area:

Product Support

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.

The Global Service organization within our Americas Distribution & Service Division (ADSD) provides world-class support to Cat® dealers across the globe.

We’re committed to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.

Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition. Learn more about the Caterpillar Experience.

Job Summary:

As the Senior Manager SOS Services, you will provide strategic leadership to enable Condition Monitoring (CM) through the Scheduled Oil Sample (SOS) program, accountable for:

• Development and deployment of Caterpillar and Dealer SOS standards, laboratory capabilities and digital capabilities,

• Enabling the enterprise CM strategy & Services Growth by providing customers with valuable insights and solutions to maximize their uptime and productivity.

• Scaling Caterpillar domain knowledge and expertise to improve accuracy and timeliness of CM-driven insights through growing SOS sample volume 35% by 2030.

Additional Info:

• This position is located in Peoria, IL.

• This position requires up to 30% of working time travel, both domestic and international.

• This position does offer relocation assistance.

• Assignment as an International Service Employees (ISE) will not be considered for this position

What You Will Do:

• Provides strategic leadership and management to global organization accountable for development and deployment of program content, process and digital capabilities.

• Delivers a fully digital & integrated experience for our dealer service admin and SOS lab personnel to effectively and efficiently meet customer quoting, SOS insights and service communications needs.

• Oversees Development and implementation plans for increasing Caterpillar’s SOS lab capacity and enhancing capability through lean methodology to drive continuous improvement and additional investments in lab technologies.

• Manages development and delivery of organizational strategies. Influences positive outcome of challenges or delays.

• Sponsors and champions delivery of organizational projects & goals. Interfaces with all Industry Partners, Distribution teams and dealers.

• Provides day-to-day guidance and coaching to technical and administrative staff.

Responsibilities Include:

• Determining service level standards for customer service requests for product lines.

• Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.

• Prioritize and implement product improvements related to customer issues and manage cost impact.

• Implementing service strategies for a given product to improve its repairability and maintenance.

• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

What You Have (Basic Requirements):
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.

• 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.

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.

• Anticipates customers' needs and satisfies them proactively.

• Resolves complex customer complaints or problems

• Teaches others how to deliver excellent customer service in a variety of settings.

• Applies the concept of 'Moments of Truth' to customer service.

• Participates in developing a variety of effective ways to deal with difficult customers.

• Recovers from a service failure in a way that enhances customer's esteem of the organization.

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.

• Works to create a climate that values and rewards good oral and written communication.

• Communicates effectively with diverse audiences, using appropriate media and language.

• Monitors developments in communications tools for potential use by organization.

• Writes reports, articles, or books for distribution to the business or professional community.

• Ensures important messages are clearly understood.

• Coaches others on methods of improving their own communications.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

• Communicates to clients regarding expectations of all parties.

• Participates in negotiating the terms of the business relationship.

• Conducts periodic reviews of work effort, progress, issues, and successes.

• Maintains productive, long-term relationships with clients or vendors.

• Creates opportunities to educate support teams on client priorities.

• Empowers others to establish collaborative, healthy relationships.

What Will Set You Apart (Preferred Skills):

• Previous experience leading leaders

• Commercial experience in an industry team or product group

• Proven ability to effectively influence at all levels of the organization (executives to front-line)

• Product, program and/or direct P&L ownership experience

• Growth mindset networking across the enterprise

About Caterpillar

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Summary Pay Range:

$169,320.00 - $253,920.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

May 27, 2025 - June 10, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.

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