Sr. Warranty Transformation Consultant

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 work to help our customers build a better world. Without our team of talented, bright and driven individuals, we wouldn’t be the Caterpillar we are today. Now, this is your chance to join our team and do the work that matters. We want you to help us enable customer success, make progress possible around the world and help our communities grow and thrive.

As a Sr. Warranty Transformation Consultant, you’ll have a unique opportunity to be part of a team that aims to take Caterpillar and dealer warranty operations to a whole new level through operational and platform transformation. You’ll work closely with multiple different teams across Caterpillar (Product Groups, Industry teams, Global Purchasing, Cat Insurance, Treasury, Corporate Accounting, Goodwill, and more) and dig into their current warranty data and/or related processes to document pain points, capture innovative ideas to enable improvement, and define the critical business requirements. You’ll partner with Cat Digital, Cat IT, & Warranty Analytics to assess technical feasibility, project timelines for development, and outline investment needs. And you’ll own the creation of prioritized, multi-generational roadmaps for the to-be processes, capabilities, and analytical needs that have increased efficiency, simplicity, and business value at their core.

When it comes to releasing new operational processes and access to the new platform, you’ll lead the learning and adoption phase of the program. You’ll develop training plans, materials, and lead user adoption. You’ll also measure the business impact of the transformation program, capture user feedback, and prioritize enhancement ideas.

Job Duties/Responsibilities may include, but are not limited to:

• Be the process lead for Cat business partner warranty data needs and/or processes

• Lead workshops to capture as-is processes, pain points, and identify innovative ideas that drive operational improvement

• Define critical business requirements and projected business value

• Partner to assess technical feasibility of to-be ideas, development timelines, and investment needs

• Determine risks, dependencies, and assumptions

• Own the development and implementation of prioritized, multi-generational roadmaps for the to-be processes, capabilities, and analytical needs

• Define baseline and to-be value measurement plans that have increased efficiency and simplicity at their core

• Lead learning and adoption phase with Cat business partners

Skills

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.
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.
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.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
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.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
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.

Basic Qualifications:

• Bachelor’s degree or 5+ years of relevant work experience

Top Candidates will also have:

• At least 5 years of experience in product support, product group, industry team, or technology development or deployment

• Passion for raising the bar and delivering a world class experience

• Proven ability to lead complex projects and drive results with high autonomy

• Strong financial and business acumen to analyze, interpret, and make strategic recommendation regarding business investments and projected value

• Demonstrated involvement in innovation and use of technology to solve problems

• Successfully investigated complex issues and recommended solutions

• Strong skills in organization, collaboration, attention to detail, influencing, communication, change management, and gaining commitment

• Experience with Agile methodology

• Demonstrated excellence in a team environment

Must be willing to travel up to 10% of working time.

Location: Peoria IL

#LI

#BI

#Hybrid

Relocation is available for this position.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 www.caterpillar.com/careers.

Posting Dates:

March 20, 2024 - March 30, 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 .