Role Definition
Formulate and execute strategies to enhance network capability ensuring exceptional customer experience and fostering services growth.
Responsibilities
61 Network Enhancement: Implement distributor excellence programs and conduct rigorous service capability assessments.
61 Service Revenue Growth: Collaborate with the distribution service network to increase services revenue and parts sales through service.
61 Service Agreements: Expand Perkins Hypercare agreements within the distribution network to ensure flawless service delivery.
61 Warranty Management: Grow Perkins Platinum Protection i.e. extended coverage offerings working with direct and distributor accounts.
61 Collaboration: Work with global peers and cross-functional teams to ensure global product support readiness for key projects and installations.
61 Network Training: Ensure delivery of network technician training in collaboration with the Perkins training team.
61 Customer Loyalty: Implement Perkins Net Loyalty Score (NLS) survey to enhance customer loyalty. Analyse the NLS results and generate actions to address any gaps.
61 Business Planning Support: Understand distributor service business planning processes and extend support to win service business opportunities.
61 Service Marketing: Develop and implement service marketing activities in collaboration with internal and external teams.
61 Liaison Role: Liaise among distributors, customers, and other Caterpillar/Perkins personnel and divisions.
61 Process Familiarity: Be familiar with company processes, systems, and methodologies to deliver on the departmental strategic goals.
61 Problem Resolution: Identify, analyze, and resolve business problems in assigned disciplines/territories.
Skill Descriptors
Customer Focus:
61 Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
61 Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
61 Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
61 Communicates and models the criticality of customer focus as an organizational strategy.
Service Excellence:
61 Teaches others how to deliver excellent customer service in a variety of settings.
61 Participates in developing a variety of effective ways to deal with difficult customers.
61 Recovers from a service failure in a way that enhances customer's esteem of the organization.
Decision Making and Critical Thinking:
61 Participates in documenting data, ideas, players, stakeholders, and processes.
61 Recognizes, clarifies, and prioritizes concerns.
61 Assists in assessing risks, benefits, and consideration of alternatives.
Relationship Management:
61 Participates in negotiating the terms of the business relationship.
61 Conducts periodic reviews of work effort, progress, issues, and successes.
61 Maintains productive, long-term relationships with clients or vendors.
61 Creates opportunities to educate support teams on client priorities.
61 Empowers others to establish collaborative, healthy relationships.