Customer Solutions Growth Regions Division – Join us!
This team, alongside 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.
This role is part of the Technology, Products & Services team focused on designing and delivering customer solutions leveraging full autonomy solutions across Cat & SEM to deliver customer outcomes.
Role Definition
Supports go-to-market initiatives, and sales execution as a subject matter expert of full site autonomy for Mining, Quarry, Aggregate, construction and other applications in China and outside of China.
What You Will Do:
Providing product application expertise at point of sale, or by delivering various types of product training including applied technology, job efficiency, and safety to customers, company and dealers' sales personnel.
Conduct product performance studies, assess customer job sites efficiency, collecting product and customer requirements in order to capitalize opportunities for incremental sales to create business case for product improvement process and new product introduction program.
Manages the marketing technology tools/systems and works with key stakeholders to develop a marketing technology product roadmap to drive business growth.
Identify customer adoption barriers including operational, safety, and change management factors
Support site selection, readiness assessments, and deployment planning with regional teams
Partner with dealers and customers to ensure successful commissioning and scale-up
Collaborating with other internal teams to get alignment on timelines, understanding marketing goals, and developing the marketing technology product roadmap.
Overseeing Percent of Industry Sales (PINS) trends, industry outlook, demand fluctuation and basic customer requirements.
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.
Level Extensive Experience:
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.
Products and Services: Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
Level Working Knowledge:
Obtains information about product and service linkages with other products and services elsewhere in organization.
Researches the target market and how the product and services are sold and delivered.
Explains current status, delivery alternatives and announced updates to products and services.
Summarizes key features of major products or services in own unit.
Assesses own unit's product alternatives, costs, and pricing.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Working Knowledge:
Applies an assigned technique for critical thinking in a decision-making process.
Identifies, obtains, and organizes relevant data and ideas.
Participates in documenting data, ideas, players, stakeholders, and processes.
Recognizes, clarifies, and prioritizes concerns.
Assists in assessing risks, benefits and consideration of alternatives.
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 Extensive Experience:
Reviews others' writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Communicates well downward, upward, and outward.
Employs appropriate methods of persuasion when soliciting agreement.
Maintains focus on the topic at hand.
Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Level Working Knowledge:
Works to achieve win-win in negotiations, rather than taking a win-lose approach.
Focuses on issues rather than personalities.
Uses active listening and probing techniques to surface problems, issues, and interests.
Demonstrates a willingness to examine own position.
Presents own position and listens attentively to position of others.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Extensive Experience:
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.
Level Extensive Experience:
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.
Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.
Level Extensive Experience:
Acquires and retains customers in multiple settings using 'value selling' techniques.
Coaches others on the application of 'value selling' principles and practices.
Delivers value-added services to customers beyond delivery of a purchased product, technology or service consistently.
Qualifies sales prospects based on a clear understanding of customer business needs and the service company's determined ability to meet those needs.
Solicits feedback from the customer community as a valued service provider.
Teaches and coaches 'value selling' to others within the organization.
Additional Information:
