INTEGRATED SERVICES INNOVATION MANAGER
JOB DESCRIPTION
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.
The Integrated Services Innovation Manager will play a critical role in supporting Caterpillar's strategic and cultural shift to services. This position will lead the department's innovation process to create, test, refine, and recommend new services and solutions in the space of Customer Value Agreements (CVAs), with the goal to bring the right services to market that enhance the value of our CVAs and help to attract and retain customers to the Caterpillar services ecosystem. This position is a thought leader in the global organization and a champion for thinking differently in how we best serve our customers around the world.
Job Duties:
-Build and implement a structured methodology for innovation in services – customer needs/acceptance, execution capabilities, value determination, go / no-go decision, etc.
-Build and execute the innovation roadmap for services – fill the pipeline of ideas and prioritize the development and execution.
-Lead the shaping, testing, vetting & execution of innovation projects.
-Engage the enterprise (design, marketing, aftermarket, financing, etc.) and our distribution partners in the development and execution of the roadmap.
-Secure leadership approval for required funding – business case development.
-Coach and direct peer project leads and their project teams, helping secure project resources from appropriate business units across the enterprise.
-In addition to directing the process and peers, lead a limited number of key projects directly.
-Be a model and teacher of innovation to the department and enterprise business partners in support of the culture shift to services.
Additional Information:
-Relocation is available for this position
-Travel requirement is 25%-50%
Qualifications
Basic Qualifications:
-Bachelor's Degree
-Minimum of 10 years of professional experience
-Minimum of 5 years of experience with structured project methodology (6 Sigma, Lean, etc.) in complex/matrix organizations
-Minimum of 5 years of experience with aftermarket, product support, or customer services functions
-Minimum of 3 years of experience working innovation, research, or entrepreneurial development
-Experience with global organizations and a global customer base
-Desire to work in the earthmoving, energy, and transportation industries, with an appreciation for our customers and the environments in which they work
Top Candidates Will Also Have:
-Previous successful supervisory experience
-Advanced degree such as MBA / Masters
-Experience in the development and commercialization of products or services
-Experience with Innovation methodologies and projects
-Excellent interpersonal and communication skills, including ability to interact with and influence executive leadership
-Experience engaging and executing projects with external business partners (supplier or distribution networks)
-Knowledge of Caterpillar products, aftermarket, and dealer distribution network
-Diverse experience outside of Caterpillar in services industries
Top Candidates Will Be Able to Demonstrate:
-Ability to create a positive and accountable team culture
-Ability to lead projects and drive results with high autonomy
-Success in innovation or entrepreneurial projects, preferably within a large, matrixed organization
-Success in uncertain / high risk business environment
-Ability to develop deep understanding / empathy for 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.