Quality Manager

Caterpillar Brazil; Irving (TX); On-site; USD 100,000 - 140,000; Full time

Job summary

Caterpillar Inc. is seeking a Quality Manager for Electric Power Data Center Key Accounts.

You will lead all quality-related efforts across global data center accounts, managing a team of specialists responsible for customer and dealer relationships to achieve Caterpillar's leadership in this market. You will develop robust processes, oversee audits and onboarding, and collaborate across Cat Facilities, Dealers, and Strategic Suppliers to ensure top-tier quality and customer satisfaction on a

Responsibilities

• Lead the Data Center Key Accounts Customer Support Quality Team to deliver on goals and secure win/win outcomes for Caterpillar and data center accounts.
• Develop and maintain processes and tools so customers view Caterpillar and Cat Dealers positively.
• Lead customer quality and social audits of Caterpillar Facilities, Dealer Operations, and Strategic Suppliers as part of qualification processes.

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.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Summary

Caterpillar’s Electric Power Division has an opportunity for a Quality Manager. As the Quality Manager for Electric Power Data Center Key Accounts, you will lead all efforts related to Quality for Electric Power's Key Data Center accounts. Successful execution will enable us to achieve and maintain Caterpillar global data center market leadership. To do this you will lead a team of specialists with the responsibility to manage customer and dealer relationships on a global scale when related to quality support.

What you will do

• Lead and develop the Data Center Key Accounts Customer Support Quality Team in all aspects required to deliver on goals by securing win/win outcomes for Caterpillar and our data center accounts.
• Manage and meet the Divisions quality and commissioning goals for Data Center Key Accounts.
• Develop and maintain necessary processes and tools to ensure customers view Caterpillar and Cat Dealers.
• Support Quality onboarding processes for Cat Facilities, Dealers, and Strategic Suppliers.
• Leading customer quality and social audits of Caterpillar Facilities, Dealer Operations, and Strategic Suppliers as part of the customer qualification processes.
• Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
• Prioritize and implement product improvements related to customer issues and manage cost impact.
• Developing in‑depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
• Work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences.

What you will 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.

• 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.

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.

• Level Working Knowledge: Follows proper data gathering and analysis processes and policies.
• Level Working Knowledge: Reports problems that arise in the data collection process.
• Level Working Knowledge: Participates in gathering and analyzing an organization's data based on requirements.
• Level Working Knowledge: Documents data from various sources and in various formats.
• Level Working Knowledge: Utilizes basic data collection and evaluation tools and techniques.

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.