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. Together, we are building a better world, so we can all enjoy living in it.
Who we are:
The Dubai Learning Centre in the UAE is a state-of-the-art regional training centre serving the African and Middle East region and its dealer and customer technicians with the latest in learning technology and hands-on training on engines and other equipment.
With more than 7,000 Cat dealer technicians in the region, the facilities in Dubai are designed to give the ultimate in learning and development support. Helping technicians service and maintain equipment, boost their skills and knowledge on the latest product technologies, and empowering them to be the best in the industry – for their own career development and the operational excellence of their customers.
The opportunity:
We have an exciting opportunity for a passionate and dynamic
Learning Consultant to join our team! In this pivotal role, you will consult with business units and dealers to identify and address training needs. You will develop and deliver impactful training programs for dealers and customer-facing employees, playing a crucial role in maintaining and improving job skills across our network.
If you have a knack for learning and development and a commitment to excellence, we want to hear from you!
Responsibilities and duties:
Collaborate effectively across the enterprise and with dealer partners to achieve Services Growth goals, serving as a business partner to achieve Dealer Technician Growth definition of winning (DoW).
Support SEP (Service Excellence Program) and MSEP (Marketing & Sales Excellence Program) specifically around dealer capacity & capability (Cap & Cap) on Career.
Development Process through Technician Career Development Process Accreditation (TCDPA) and Sales Career Development Process Accreditation (SCDPA).
Execute on Dealer Technician Growth initiative and achieve DoW such as % Technician vs. Cap & Cap Plan, % Priority dealers at TCDPA Excellent, % Priority dealers with Train-to-Task programs (Foundational accelerated technician development program)
Support Service, Sales and Leadership learning solutions adoption at dealers.
Consulting business partners on training requirements.
Skill you will 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 Working Knowledge:
Helps link organizational objectives to customer needs and expectations.
Meets regularly with customers to understand their wants, needs and expectations.
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 Extensive Experience:
Teaches others how to deliver excellent customer service in a variety of settings.
Recovers from a service failure in a way that enhances customer's esteem of the organization.
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 Working Knowledge:
Participates in developing consulting opportunities or assignments.
Documents client's objectives and project scope.
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 behaviours.
Level Extensive Experience:
Reviews others' writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Communicates well downward, upward, and outward.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyse situations and reach productive decisions based on informed judgment.
Level Extensive Experience:
Evaluates past decisions for insights to improve decision-making process.
Assesses and validates decision options and points and predicts their potential impact
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Working Knowledge:
Alerts own team to problems in client satisfaction.
Works with clients to address critical issues and resolve major problems.
What will put you forward
5-7 years of industry related experience and or a related educational degree.
Experience in working with Cat Dealers in learning & development, service operations related roles.
Strong written and verbal communication skills to influence all levels of the organization as a key liaison.
Advanced skillset with Microsoft Office Suite: PowerPoint, Word, Excel, and PowerBI.
Strong ability to analyse and summarize data to provide predictive insights.
Ability to travel at least 25%.
Top candidates will also have:
Team oriented.
Customer solutions driven.
Ability to work with people from different backgrounds and cultures.
Drive initiatives that are customer centric.
What we offer:
From day one, you’re set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company.
You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, it’s important to do work that matters.
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 contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
Posting Dates:
Caterpillar is an Equal Opportunity Employer (EEO).
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