Site Solutions Manager

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. At Caterpillar, we’re committed to our customers, who build a better, more sustainable world with our products, services and solutions. We understand and show the value of why they should 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 products, services and solutions superior to the competition. Learn more about the  Caterpillar Experience . We are looking for a Site Solutions Manager to join our Customer Facing team within one of Construction Industries’ newly formed divisions: Customer Solutions Growth Regions. About Customer Solutions Growth Regions Division This team, alongside Cat Dealers, engages closely with customers to create, customize, and adapt solutions to meet their needs by leveraging the extensive range of offerings available today—across products and services, digital and technology, rental and used, and financing. The division is regionally focused on Africa, the Middle East, Eurasia, Asia (excluding Japan), and Latin America (LATAM) and organized into three functional areas: Customer Facing, Customer Solutions, and Business Enablers.

Summary: This role is part of the Customer Facing team , the engine of our business—driving growth by delivering tailored, customer site-specific solutions that solve customer pain points, accelerate decision-making, and improve customer outcomes.

(Responsibilities): Works with customers, dealers, commercial, product support and field service management to develop and implement procedures designed to improve product and service performance. Monitors, manages, reports on, and resolves issues related to customer satisfaction, product health, and future solutions needs. Interfaces with appropriate stakeholders to improve site efficacy. Conducts site assessments and deploys technology and other solutions to meet customer needs and solves their problems. Assists the sales team by acting as a technical resource during the sales cycle for national or major accounts. Assisting in contract or service agreement negotiations as needed. Establishes guidelines and defines standards for on-site technical support. Tracking service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently. What Will Put You Ahead (Preferred Skills): 8 - 10 years technical site performance management or similar experience in Mining or Construction Heavy equipment industry preferred Fluency in Mandarin and English is a must.  Must have experience developing solutions and identifying root cause analysis for customers What You Have (Basic Skills Required):   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 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.