Career Area:

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.

Backed by the power of Caterpillar, MWM has been developing and producing sustainable gas engines and gensets in Mannheim, Germany since 1871. MWM has become one of the world’s leading suppliers of highly efficient and eco-friendly complete systems for distributed energy and heat generation (combined heat and power, cogeneration systems).

Caterpillar currently has an opportunity for a Service Area Manager based in Indonesia. Reporting to the Regional Service Manager, the main function of this job is the commercial and technical responsibility for day-to-day Service business of MWM Equipment. The Service Area Manager acts as the main contact person for defined Customers in specific Area from the time of handover from Project Management Department during the whole lifetime of delivered scope. This job includes the control and managing of CVA’s, claim and warranty management, service activity planning, Revenue and market overview.

What You Will Do: ​

Service Management:

Managing and ownership for commercial and technical operations of Service department for defined Customers and assure efficient correspondence with clients and MWM/CES internal. Proactive work within the Service Department to ensure smooth daily operations and meet overall Service Strategy. Reporting and permanent information to Management.

Time Management:

Set the right priorities to ensure planning quality. Planning and execution of necessary business trip to customers or headquarter Mannheim after approval from Superior.

 Technical, Warranty and Goodwill Management:

Coordinate all technical and warranty issues with internal competence centre, engineers or CES product support team. Elaborate technical reports to Customers.

EHS Culture:

Follow EHS guidelines, drive EHS Culture and support EHS Team in safety audits. Proactively inform EHS of any relevant issues, observe staff practice and ensure safety during on-site service activities.

Financial Management:

Regular control of Customers payment targets and Working Capital in collaboration with financial department. Continuous monitoring service, warranty and goodwill cost allocation.

Customer Relationship:

Keep communication and support Customer in all service issues. Responsible for Customer visits, site visits and Customer information.

Customer Value Agreements (CVA’s):

Permanent management and control of CVA’s and scheduling and coordination of service activities. Drive efficient maintenance planning (“first time fix”) and plan needed resources (spare parts, man power, tools).

Backlog Forecast / Planning:

Elevate revenue and forecasts from CVA’s and Service Sales permanently. Calculating POPS and reporting of Forecast to Management. Scheduling and coordinate service activities and keeping the agreed dates (delivery dates, commissioning, service activities).

Compliance:

General monitoring of Customer Compliance by analysing the practices, processes and procedures. Driving process discipline and respect business rules according internal guidelines (e.g. Export control process, HRT-Process, Code of Conduct)

Sales and Project management Department support:

Communicate and support Sales and Project management Department in all Service topics. Support and execute site checks and commissioning’s in coordination with Project management Team.

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.

Communicates the importance of customer needs/expectations and commits to resolving them.

Researches and verifies customer needs and expectations.

Solicits customer satisfaction feedback and acts on improvement opportunities

Helps link organizational objectives to customer needs and expectations.

Meets regularly with customers to understand their wants, needs and expectations.

Technical knowledge of gas engines

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.

Documents data from various sources and in various formats.

Utilizes basic data collection and evaluation tools and techniques.

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.

Provides direct service to internal or external customers.

Documents customer complaints in a timely manner.

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.

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.

Carries out the agreed-upon consulting assignment in a professional manner.

Documents client's objectives and project scope.

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.

Differentiates assumptions, perspectives, and historical frameworks.

 Evaluates past decisions for insights to improve decision-making process.

Assesses and validates decision options and points and predicts their potential impact.

Advises others in analyzing and synthesizing relevant data and assessing alternatives.

Uses effective decision-making approaches such as consultative, command, or consensus.

Ensures that assumptions and received wisdom are objectively analyzed in decisions.

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.

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.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Ensures capture of lessons to be learned from a problem-solving effort.

Organizes potential problem solvers and leads problem resolution efforts.

Uses varying problem-solving approaches and techniques as appropriate.

Contributes to standard practices for problem-solving approaches, tools, and processes.

Analyzes and synthesizes information and devises alternative resolution strategies.

Develops successful resolutions to critical or wide-impact problems.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Provides prompt and effective responses to client requests and interactions.

Monitors client satisfaction levels on a regular basis.

Alerts own team to problems in client satisfaction.

Differentiates the roles and responsibilities in a business relationship.

Works with clients to address critical issues and resolve major problems.

Additional Info: ​

This role requires travelling up to 50% of the time.

This position requires working onsite five days a week.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of Indonesia which can be found through our employment website at www.caterpillar.com/careers.

International Assignment is not available.

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, flexi leave, medical and insurance (prorated based upon hire date).

Final Details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

If you are interested in joining our team, please apply using an English version of your CV. We look forward to meeting you!

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.  Qualified applicants of any age are encouraged to apply

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