Service IT 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. **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. 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 Extensive Experience: - Advises on advanced data gathering and analysis methodologies and technologies. - Oversees data gathering and analysis activities within the organization. - Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used. - Implements procedures and policies within a data processing function. - Teaches others how to improve the validity and reliability of data used in various analyses. - Evaluates best practices of data gathering and analysis within the industry. 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 Working Knowledge: - Provides a quality of service that customers describe as excellent. - Resolves common customer problems. **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. 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. This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.