Customer Service Manager

**Career Area**:Marketing / Sales / 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.
- 1. 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.
- 2. 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 Teamleader or Head of Service.
- 3. Technical and Warranty Management
Managing all technical and warranty issues in connection with internal competence centre, engineers or CES product support team. Elaborate technical reports to Customers.
- 4. 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.
- 5. Service Sales
Keep overview of the market and customer needs. Active promoting MWM Products to Customers, preparing and tracking commercial offers. Develop tailor-made service products (e.g. CVA's, Packages) and ensure suitability for the market.
- 6. Financial Management
Permanent control of Customers payment targets and responsibility for payment reminders in connection with financial department. Continuous monitoring service, warranty and goodwill cost allocation.
- 7. Customer Relationship and Development
Keep communication and support Customer in all service issues. Develop Customer excellence according MWM guidelines, share best practice and proactively improve all processes. Participation in improvement initiatives regarding Customer Service and Interfacing Departments. Responsible for Customer visits, site visits and Customer information.
- 8. Forecast / Planning
Elevate revenue and collect Forecasts from Customers permanently. Calculating POPS and reporting of Forecast to Management. Scheduling and coordinate service activities and keeping the agreed dates (delivery dates, commissioning, service activities).
- 9. 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, Code of Conduct)
- 10. Sales and Projectmanagement Department support
Communicate and support Sales and Projectmanagement Department in all Service topics. Support and execute site checks and commissioning’s in coordination with Projectmanagement Team.

Caterpillar is an Equal Opportunity Employer (EEO).

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