Important Information:
Dear candidates, please submit your application in English language. Otherwise, your CV’s might not be considered for this recruitment process.
About SEM:
Shandong Engineering Machinery Co. Ltd. manufactured SEM branded wheel loaders in China for more than 60 years and became a wholly owned subsidiary of Caterpillar in 2008. As an important strategic brand of Caterpillar, SEM has its own brand proposition, distribution channels, marketing strategy and product support. The SEM brand of wheel loaders, soil compactors, motor graders and track-type tractors are targeted to meet customers’ needs in China and overseas markets. SEM products meet or exceed regional industry requirements for quality and reliability.
About The Position:
For SEM team, part of the Customer Solutions Growth Regions Division at Caterpillar, we are looking for a Customer Experience Consultant. This exciting opportunity is a part of Caterpillar growth strategy for EAME markets. You will assist with product problem management within an assigned territory or industry. Maximize Customer Loyalty while minimizing the commercial impact of customer complaints related to products, applications, and maintenance requirements through appropriate and timely use of resources including Goodwill.
What You Will Do:
Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability. Drive and support Dealer Product Problem Management process.
Building dealer's technical capabilities to identify and repair product deficiencies.
Providing technical guidance and counselling to dealers on presentations designed to inform customers of service advantages.
Directing dealers in managing Product Improvement Programs cost-effectively and within designated timeframes.
Collaborate internally with business partners to deliver product defect fixes for our end users in partnership with our dealers.
Visit and build relationship with key customers in region.
Identifying underserved customers and recording unmet customer needs for quick turnaround.
What You Have – Key Skills For Your Successful Assignment:
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.
Products and Services: Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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.
Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.
Top Candidates Will Also Have:
Engineering degree in Mechanical/Electrical Engineering or related field.
5 years of progressive experience in Product Application/Product Support roles.
Fluency in English and Russian/Kazakh is essential, knowledge of other language will be considered as advantage.