**Career Area**:
Product Support
**Your Work Shapes the World at Caterpillar Inc.**
When you join Caterpillar, you're joining a general 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.
It’s More Than a Job, it’s a Career - YouTube
**Role**Definition**:
Collaborates on the day-to-day operations with field support teams and staff to ensure an appropriate level of support and good machine performance to satisfy customer requirements.
**What**You**Will Do**:
- Determining and scheduling appropriate support requirements for a region or area and participating in negotiating service level agreements.
- Identifying and addressing the training and development needs of project managers and team staff.
- Collaborating with sales and product development teams to develop and execute an effective sales strategy for each new business opportunity.
- Taking ownership of customer issues and requirements and ensuring they are resolved in a timely manner.
**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. Level Extensive Experience:
- Facilitates creation of the 'right' products and services to resolve customer business issues.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.




- Advises others on creating customer focused environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
- Communicates and models the criticality of customer focus as an organizational strategy.
**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. Level Extensive Experience:
- Anticipates customers' needs and satisfies them proactively.
- Resolves complex customer complaints or problems.
- Teaches others how to deliver excellent customer service in a variety of settings.
- Applies the concept of 'Moments of Truth' to customer service.
- Participates in developing a variety of effective ways to deal with difficult customers.
- Recovers from a service failure in a way that enhances customer's esteem of the organization.
- 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.




- Reviews others' writing or presentations and provides feedback and coaching.
- Adapts documents and presentations for the intended audience.
- Demonstrates both empathy and assertiveness when communicating a need or defending a position.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Maintains focus on the topic at hand.
- Gains agreement on the problem-solving process, risk assessment, decision points, and criteria.
- Trains others in the process of eliciting alternatives and assessing their impact.
- Orchestrates the resolution of high-impact and cross-functional problems.
- Successfully organizes problem solvers and stakeholders for high-impact problems.
- Predicts and explains long-term trends and implications for alternatives.
- Monitors industry for best practices and new techniques in problem-solving.
**Relationship Management**:Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Extensive Experience:
- Communicates to clients regarding expectations of all parties.
- Participates in negotiating the terms of the business relationship.
- Conducts periodic reviews of work effort, progress, issues, and successes.
- Maintains productive, long-term relationships with clients or vendors.
- Creates opportunities to educate support teams on client priorities.
- Empowers others to establish collaborative, healthy relationships.
- Fosters an environment that encourages, supports and rewards technical excellence.
- Provides recognized technical leadership to an organization that includes vision, innovation, superior technical competence and the desire to ex

📌 Site Performance Manager - Mexico (Ciudad de México)
🏢 Caterpillar
📍 Ciudad de México