Service Operations Consultant

Responsibilities:
• Be an expert in process improvement methodologies to improve dealer profitability, efficiency and operational excellence.
• Liaise among dealers, customers and other Caterpillar personnel
• Perform complex analysis work; identify and resolve strategic problems.
• Lead or support assigned service improvement projects, particularly, but not only, in the area of technology for service (systems, apps, ...)
• Counsel dealers to best leverage technologies in the service space & help coordinate communication & awareness within the region.
• Demonstrate skill in negotiation, build consensus and achieve compromise.
• Assist dealers in business planning; counsel dealers and recommend changes to facilities, tooling, systems and effectiveness.
• Advise on existing and potential customer service issues and improvement measures; analyze and report on commercial impact of product problems.
• Assist with process evaluation and dealer participation in Caterpillar improvement programs.
• Apply decisions to support and develop product sales, dealer effectiveness, overall segment growth, NPI process, process improvement, warranty policy.
• Apply knowledge of products, technology, industry, and product support, to support Caterpillar, dealer and customer expectations and needs and contribute to strategic planning