Fleet Monitoring Analyst

Caterpillar

São Paulo

On-site

BRL 60,000 - 90,000

Full time

3 days ago

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Job summary

A Caterpillar procura profissional para atuar em Suporte de Produto com foco em atendimento ao cliente, diagnóstico remoto e resolução de questões técnicas. A posição envolve comunicação clara, coleta de dados e orientação sobre ações corretivas, com deslocamentos conforme necessário.

Você trabalhará onsite no Brasil, com deslocamentos de até 25% do tempo, contribuindo com soluções que aumentem a eficiência e a satisfação do cliente.

Qualifications

Foco no cliente e satisfação como prioridade nas decisões de negócio.
Capacidade de coletar e sintetizar dados de várias partes interessadas.
Conhecimento de conceitos de atendimento ao cliente e de serviços de alta qualidade.
Capacidade de oferecer orientação técnica ou de negócio a clientes internos/externos.
Processar dados e realizar análises para apoiar decisões e resolução de problemas.

Responsibilities

Fornecer primeira linha de suporte, coordenação de serviços e resolução de problemas de produtos/serviços.
Responder a consultas de clientes por telefone/online e direcionar conforme necessário.
Identificar questões e definir ações para resolução eficaz.
Analisar dados técnicos e comunicar resultados de forma clara.
Compreender o estado de saúde do produto e indicar próximos passos.

Skills

Customer Focus

Data Gathering

Service Excellence

Consulting

Effective Communications

Job description

Career Area: Product Support

Job Description

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.

Descrição do cargo

IT IS YOUR TIME!

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people’s potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

At Caterpillar, we’re committed to our customers, who build a better, more sustainable world with our products, services and solutions. We understand and show the value of why they should choose us. We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth. Through it all, we are one team– creating and delivering world-class products, services and solutions superior to the competition. Learn more about the Caterpillar Experience.

Role Definition

Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.

What you will do

Addressing minor coverage issues and resolving minor complaints. Ensuring all customer communication is clearly documented.
Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate.
Identifying issues and determining appropriate course of action for effective resolution.
Processing results from analysis of technical data.
Understand prime product or component health or status, if action is needed, and required next steps.

What You Have (Basic Skills Required)

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.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

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.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

What will put you forward