Service Training Instructor

hace 5 días

Panamá, Panamá Caterpillar A tiempo completo

**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.

**Your Work Shapes the World at Caterpillar Inc**:
When you join Caterpillar, you’re joining a global team who care not just about the work we do - but also about each other. We are the makers, problem solvers and future work 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.

**Job Summary**:
The **Service Training Instructor**will develop technical training material, deliver service training classes on systems or products to meet worldwide service training needs for the Caterpillar dealer network, customers, and Caterpillar training centers. Leads and manages projects and collaborates with business units and marketing units to identify technical training needs.

**_Why you want the job _**

This is an entry level instructor role with a great career progression path. You will have the opportunity to work directly with instructors worldwide to develop course content; and to develop into an expert instructor. The path contains a career plan of a long-term progression with different levels of competency.

**What You Will Do**:

- Promotes and leads safe and lean work practices
- Professional development to complete the OATS (Observe/Assist/Team/Solo) process, complete the Caterpillar Instructor Accreditation Program (CIAP I) within 6 months in the role
- Partner with GDL Instructors to job shadow in the field
- Develops and delivers technical content, learning solutions related to different industries
- Collaborates with internal partners to follow GDL standards regarding course development and delivery
- Work with instructional designers and SMEs to develop course material and assessments
- Leads and manages projects to be completed on time and within budget
- Negotiates with approved suppliers to obtain goods and services
- Work with product groups to meet current strategies, initiatives, and goals
- Performs/coordinates routine maintenance for lab equipment and perform lab equipment updates.

**What You Have (Required 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.
- Focuses activities on developing and maintaining positive customer relationships.
- Explains why customer satisfaction is important to successful product/service delivery.

**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.
- Explains how managing customer perceptions and expectations enhances customer service.
- Describes several important business benefits of providing high quality service.

**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.
- Explains characteristics and steps in an effective decision-making process.
- 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.
- Explains the value of a disciplined approach to problem solving.
- Describes problem reporting and escalation practices.

**Relationship Management**:Knowledge of relationship management techniques; ability to establish and main

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