Description

Are you passionate about customer success?  

Caterpillar provides solutions to its customers far beyond the initial equipment sale. Services provided to customers after purchase leverage their connected equipment and our outstanding field technology, and decades of product, service and application expertise to enhance performance. Caterpillar's Global Aftermarket Solutions Division (GASD) exists to support enterprise efforts to deliver value-added services to customers. Working alongside our dealers, we serve customer needs throughout the product lifecycle.  

Services is where we are investing our time, talent and money because they drive value for our customers by reducing total owning and operating costs. If you have a passion for helping customers succeed, now is a great time to join GASD.  

JOB PURPOSE:  

To develop and provide worldwide functional customer support, problem identification and resolution for Customer Value Agreements (CVA) solutions and to develop business transformation processes.  The Business Process Analyst contributes to this mission by providing advanced quantitative analysis, communication, and data management skills to multi-person teams tasked to drive CVA growth.  

The principal responsibility of the Business Process Analyst is to support the Integrated Services Team and CVA teams across GASD, Industries, Product Groups, and Distribution Services Divisions (DSD) by analyzing and validating CVA data with the purpose to driving insights and improvement opportunities for alignment and growth. This person would work closely with the Caterpillar teams and Caterpillar dealerships to ensure they are able to use the CVA registration and reporting applications. 

JOB DUTIES:

1.) Gather, document and maintain business procedures and guidelines for CVA registration and reporting applications. 

2.) Provide resolution of dealer data issues and the coordination of data corrections with corresponding partners.  Partnering with the Integrated Services team to be the primary source for dealers regarding systems data issues, processes and data accuracy

3.) Develop and deliver training guidelines for dealer personnel to be fully effective in both existing and future systems and applications. 

4.) Communicate enhancement requests to ECA Development Team for CVA system releases on behalf of the dealers.  

5.) Provide support in creating and presenting system change requests, writing business requirements, and testing and training.

6.) Lead improvement projects of functional support processes.  Maintaining high visibility to end-users with the goal to consult on process options and head off potential data and reporting problems. 

7.) Provide customer support for implemented solutions.

8.) Assists dealers and the DSD teams in obtaining answers to process related questions from the global process owners and global customers

9) Analyze large quantities of data and recommend solutions, make timely decisions, and communicate effectively with dealers and internal teams.

The Business Process Analyst role has both a lead and participatory role in workshops, depending on subject matter.  Additionally, they are involved in solution design workshops, with valued contribution and responsibility to provide communications.  Incumbents have responsibility to update or develop process documents, along with assisting others in the maintenance of process documents. 

Problems and issues faced by this position require careful evaluation and reference to a large number of data points.  Position requires understanding and taking initiative with problems or situations that are unique or may significantly affect business results.  A successful incumbent knows what results must be achieved and must decide how to go about achieving those results.  

Travel required (10% - 15% of working time).

Qualifications

Basic Requirements:

• Bachelor’s degree required

• 2-5 years of professional experience utilizing quantitative analysis and or systems troubleshooting is required 

• Must be proficient with MS Office, SQL, and Tableau

Top Candidates Will Also Have:

• Ability to work on increasingly more complex assignments and will have demonstrated strong leadership, initiative, interpersonal skills, and the ability to communicate effectively

• Experiences with different types of data visualization software

• Excellent analytical skills are essential　

• Experiences with different types of databases such as DB2, Snowflake, SQL

• Experience with statistics and data analysis tools such as SAS, SPSS, MiniTab, Alteryx, and Python is preferred

• Ability to work independently　

• Must have ability to communicate effectively with team members and others in the work group, as well as with customers　

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment based non-immigrant and immigrant visas. However, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website www.Caterpillar.com/careers.