Site Solutions Manager

Career Area:

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 Site Solutions Manager will be assigned to a mining customer site(s) where they will serve as the primary point of contact for the customer, dealer, and all internal Caterpillar stakeholders. Their primary responsibility will be to manage the overall site performance and deliver on customer expectations.  This role is pivotal in addressing customer business needs by developing and delivering solutions opportunities.

The Site Solutions Manager will play a crucial role in understanding the customer's needs, applications, future mine plans, and ensuring that Caterpillar's solutions align with the customer’s goals. By creating and leading dotted-line site teams, they will leverage enterprise-wide resources to identify solutions that deliver customer-driven site goals. Their ability to oversee business risks, escalate issues as needed, and establish effective communication plans will be essential in driving a world class customer experience.

This position works in partnership with Commercial Managers, Product Support Managers and other enterprise resources to monitor, manage, and resolve issues related to customer productivity, cost, and safety. They will act as a recognized advocate for the customer, securing the commitment of Caterpillar and dealer resources to ensure continued customer satisfaction. Additionally, they will consult with various departments within Caterpillar to stay informed about the evolving direction and strategies of key industry leaders.

Their efforts will have a direct impact on the customer base, driving customer development and retention, and ultimately will contribute to the overall success of Caterpillar's business at the site.

What you will do:

• Serve as the primary point of contact for the customer and dealer at the site and centralized engineering departments.
• Manage day-to-day relationships at the site(s).
• Intimately know and understand the customer, their applications, needs, and future mine site plans.
• Liaise and direct all internal Caterpillar enterprise resources to ensure alignment among groups such as Change Management, Safety Services, Fleet Management, Product Support, Condition Monitoring, Site Performance Managers, MineStar Site Managers, etc.
• Act as a consultant to dealer and customer operations and maintenance managers as well as executive management advising on strategic direction for proper solutions selection, business risk management, equipment management, and operations activities.
• Oversee Caterpillar business risk and escalate issues as needed.
• Establish and execute communication plans with the site, dealer, and Caterpillar.
• Deliver performance through relentless execution.
• Monitor, manage, report on, and resolve issues related to customer satisfaction, product health, and future solutions needs.
• Create and maintain an active "window into Cat" for key customer decision makers.
• Gather key customer VOC for incorporation into solutions design, Product Problem Resolutions and/or New Product Introduction.
• Act as a recognized advocate for customers in securing the commitment of Caterpillar and Dealer resources to assure continued customer satisfaction.
• Consult with various departments within Caterpillar regarding the evolving direction and strategies that key industry leaders are adopting for the future.

What you have:

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.

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. 

Effective Communications: Understanding 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. 

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Must have strong emotional intelligence, possessing the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences at dealer and customer operational level.

Technical Excellence: Knowledge of a broad range of Caterpillar and dealer offerings and various application methods; ability to develop and provide solutions to significant technical challenges. 

Basic Requirements:

• Bachelor’s degree or equivalent experience.
• 10+ years of mining-related application and operations experience.
• Previous field experience or account management experience.
• Ability to align incentives and goals tied to site performance.
• Project management experience.
• English Pre Advanced

Top Candidates will also have:

• Proven track record of delivering on customer expectations.
• Strong problem-solving and decision-making abilities.
• Extensive experience with Caterpillar products and services.
• Experience with financial and accounting principles.
• Proven ability to work across the enterprise to achieve results.
• Strong product/application background (including familiarity with mining customers, business drivers, KPIs, and metrics).
• Familiarity with company policies and procedures with a strong mining divisional background.
• Ability to build strong relationships with various stakeholders.
• The role requires up to 50% of travel within the EAME region

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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