PSD Product Support Sales Mgr-Electric Power & Industrial Engine

This position is responsible for the successful management of the parts and service sales force. This person is responsible for the implementation and marketing of the parts and service sales strategic business plan in alignment with the company's vision, values, mission. As such, this individual evaluates, allocates, and directs physical and financial resources for this department. Also included are providing visionary and inspirational leadership, development and management of parts and service sales department balancing stakeholders needs, overseeing daily operations, collaborative team building, and managing customer satisfaction through collaboration with parts and service management. The person in this position is expected to collaborate with all stakeholder groups, practice ongoing self-development initiatives as well as demonstrate and champion alignment with the company's vision, mission, and values in their daily work actions.

Key Responsibility Areas (KRAs)

1.) Develop, Direct and Control, in collaboration with sales, parts and service management, Marketing Manager, and Caterpillar, the annual business plan for parts and service sales to satisfy customer needs and increase market share.

2.) Select, Develop and Evaluate the product support sales force, (through consistent use of selection processes and situational leadership practices) develop subordinates' values-based work practices and ensure human resource availability within the department.

3.) Identify, Evaluate and Recommend strategies for market development (using Caterpillar as a primary resource) to machine parts, and service sales management to ensure long-term stability, success, and consistency throughout the company.

4.) Resolve Product Support customer concerns (through collaboration with local, executive parts and service management and Regional Sales Managers) to ensure customer satisfaction and continued business relationships.

5.) Coordinate and Assist Marketing Director in the completion and follow-up of the Customer Satisfaction Program Product Support survey process to help ensure continuous improvement in customer satisfaction.

Key Competency Areas (KCA'S)

For optimum performance, the jobholder in this position would be expected to demonstrate appropriate knowledge, skills, and attitudes in the following areas.

1.) Problem-Solving Expertise - This area focuses on the rational approach to the processes involved in identifying and defining problems, generating and selecting solution strategies, and reducing performance gaps through implementation and problem prevention. It includes both theoretical, complex, longer-term problem solving and operational, shorter-term problem-solving methodologies as well as effective decision-making skills. (e.g. problem identification, risk analysis, solution generation, prioritization, goal setting, conflict resolution, data gathering, problem prevention)

2.) Influencing Capabilities - This area deals with the skills involved in accomplishing work results with and through people by interacting with or influencing them individually or in groups. It includes; managing, motivating, and developing professional and operational staff members on a day-to-day basis; providing directive skills and methods-including structuring modification of behaviors; providing supportive skills and methods - including listening, asking open-ended questions, and ensuring reinforcement of behaviors (e.g. role clarification, showing how, establishing timelines, praising, coaching, listening, asking for input, disclosing, team building, delegating, collaboration).

3.) Planning Skills - This area focuses on the skills used to establish, monitor, and schedule short-term and long-term plans that are comprehensive, realistic, and effective in achieving goals. It includes: Developing strategic plans and annual business plans, structuring self and other efforts to attain maximum productivity by establishing and monitoring deadlines, milestones, tasks, budget limits, and required resources; forecasting, and visioning.

4.) Self Management Capabilities - This area focuses on the degree to which an individual appropriately modifies their natural behaviors and actions to most effectively fit the situation they are dealing with. It includes; "Fitting ourselves to the Job" versus "Fitting the job to ourselves"; Making sure that we don't "overuse" our natural strengths and talents; Taking the self-initiative to continuously improve ourselves and ensuring that we take actions that "Need" to be taken versus taking actions that we "like" to take (e.g. How we adapt, listen, speak, question, seek feedback, manage time and take initiative).

5.) Technical Expertise - This area focuses on the specific technical expertise required for this job position. This includes knowledge and experience with the following: Caterpillar products, product support services, and programs, the industries we serve, management information services, company policies and procedures, inventory management, sales techniques, financial, credit, and accounting principles, and values basedvalues-based leadership tools and processes.