Region Manager

6 months ago

Jakarta, Indonesia Caterpillar Full time

**Career Area**:
Product Support

**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.

Excavation Division currently has an opportunity for an experienced Region Manager - Product Support, to join the Caterpillar team.

**Job Summary**

Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

**What You Will Do**
- Determining service level standards for customer service requests for product lines.
- Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
- Prioritize and implement product improvements related to customer issues and manage cost impact.
- Implementing service strategies for a given product to improve its repairability and maintenance.
- Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

**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.
- Communicates the importance of customer needs/expectations and commits to resolving them.
- Helps link organizational objectives to customer needs and expectations.
- Meets regularly with customers to understand their wants, needs and expectations.

**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.

**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.
- Provides a quality of service that customers describe as excellent.
- Resolves common customer problems.
- Responds to unexpected customer requests with a sense of urgency and positive action.
- Explains the requirements, deliverables, costs, and criticalities of the assignment.
- Participates in developing consulting opportunities or assignments.
- Uses formal and informal means to keep client informed on progress and issues.
- Reviews others' writing or presentations and provides feedback and coaching.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Examines a specific problem and understands the perspective of each involved stakeholder.
- Develops alternative techniques for assessing accuracy and relevance of information.
- Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

**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.
- Maintains productive, long-term relationships with clients or vendors.
- Advises others on the assessment and provision of all 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.

**What You Will Get**

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides day one benefits along with the potential of a variable bonus. Additional benefits include paid annual leave, medical and insurance. (prorated based upon hire date).

**Additional Details**

**About Caterpillar**

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and c

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