Job Description

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Career Area:

Product Support

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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.

Our Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America.

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 .

What You Will Do:

The Technical Information Solutions (TIS) team within ADSD creates and delivers technical parts and service information critical for the repair and service of Caterpillar products. Not a part gets sold, nor a machine or engine repaired, without the use of the information created, managed, and delivered by this team.

As a Parts Information Illustrations Manager within TIS, you will provide direct supervision and technical direction to a large team engaged in the creation and delivery of 2D/3D graphics and 3D models in Service Information System (SIS/SS2GO) for the entire portfolio of Caterpillar products and brands worldwide. You will work with Parts Information teams in Peoria and India, as well as other divisions, to implement process and technology changes to improve parts identification and the dealer and customer service experience.

Responsibilities include but are not limited to:

• Provide day-to-day guidance, coaching, development, and support to parts illustrations staff.
• Accountable for completion of 2D/3D graphics and 3D models for NPI and Revisions projects. Develop detailed work plans, resource, and budget requirements. Monitor progress, conduct status meetings, and address challenges or delays.
• Achieve operational excellence for quality, velocity, and cost across a global team utilizing Lean, CPS, and Continuous Improvement.
• Lead and collaborate with enterprise business partners on strategic projects focused on transforming 3D model creation, delivery, and user experience. Update executive stakeholders on progress.
• Build an organizational climate/culture within a global team that encourages innovation, collaboration, excitement, commitment, and a sense of urgency toward business success.
Other duties as assigned by Caterpillar management from time-to-time.

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. 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.
• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Follows proper data gathering and analysis processes and policies. Reports problems that arise in the data collection process. Participates in gathering and analyzing an organization's data based on requirements. Documents data from various sources and in various formats. Utilizes basic data collection and evaluation tools and techniques.
• 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.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. Advises others on the assessment and provision of all technical solutions. Engages appropriate subject matter resources to effectively resolve technical issues. Mentors' others to enhance their technical competence and its application to achieve more effective technical solutions. Coaches' others in promoting, defining, analyzing, and providing superior technical solutions to business problems. Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Assumes accountability for personal technical performance and holds others responsible for theirs.

What Will Set You Apart:

• Bachelor's degree in Computer Information Systems, Marketing, or related field.
• Knowledge of NPI processes and engineering data systems.
• Working knowledge of Service Information System (SIS).
Working knowledge of Microsoft Power BI.

Additional Information:

• Location: Peoria, IL (USA)
• Required Travel: 5% (International)
• Relocation Assistance Offered: No
• US Work Sponsorship Assistance: No
• Our team embraces flexibility through a hybrid work model. In addition to working onsite at our facility in Peoria, IL, our hybrid work model allows employees the flexibility to work from home based on business need.

#LI

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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

Posting Dates:

April 25, 2024 - May 2, 2024

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community .

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