Marketing Specialist

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, youre 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 dont 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.

Role Definition:
Designs, creates and maintains technical parts information for company products.

Responsibilities:
Creates, validates, and revises technical parts information in support of new product introduction, continuous process improvement , and revision timelines. Manages and acts on dealer feedback.
Ensures all parts information is created accurately, participates in process improvement efforts, and manages standards.
Trains and mentors new staff on how to create, validate, and revise technical parts information.

Skill Descriptors:
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.
Level Basic Understanding:
Focuses activities on developing and maintaining positive customer relationships.
Discusses general differences between internally and externally focused organizations.
Cites the cost and benefits of good versus poor customer service.
Explains why customer satisfaction is important to successful product/service delivery.
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.

Level Working Knowledge:
Follows proper data gathering and analysis processes and policies.
Reports problems that arise in the data collection process.
Participates in gathering and analyzing an organizations data based on requirements.
Documents data from various sources and in various formats.
Utilizes basic data collection and evaluation tools and techniques.
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.

Level Basic Understanding:
Cites personal experiences of receiving excellent customer service.
Describes examples of poor, mediocre, and excellent service.
Explains how managing customer perceptions and expectations enhances customer service.
Describes several important business benefits of providing high quality service.
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.
Level Basic Understanding:
Explains the roles and responsibilities of a consultant.
Lists the typical phases of a consulting assignment or project.
Presents a professional image, especially when dealing with customers.
Describes the consulting process and relationship with clients.
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.
Level Working Knowledge:

Caterpillar: Confidential Green
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.
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.
Level Basic Understanding:
Explains the value of a disciplined approach to problem solving.
Describes problem reporting and escalation practices.
Utilizes accepted procedures for problem analysis and resolution.
Identifies key aspects of problem-solving techniques used in own area.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Level Basic Understanding:
Uses a structured approach in analyzing and resolving technical problems.
Seeks opportunities for continual learning to maintain technical competence in pursuit of technical excellence.
Provides examples or case studies demonstrating technical excellence in actual business scenarios.
Pursues, prepares for and assumes new technical assignments and challenges.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

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