FMC Operations Manager

Caterpillar — Chennai, Tamil Nadu

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. Role Definition Directs all activities and staff for technical field service programs for product installation, trouble-shooting, maintenance, repair, and customization. Responsibilities • Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization. • Directs, motivates and develops the team. Supports the culture and values of the organization. Facilitates smooth workflow; ensures high standards and quality of technical work. • Drives the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel. • Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements. Skill Descriptors 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 Working Knowledge: • Communicates the importance of customer needs/expectations and commits to resolving them. • Researches and verifies customer needs and expectations. • Solicits customer satisfaction feedback and acts on improvement opportunities. • Helps link organizational objectives to customer needs and expectations. • Meets regularly with customers to understand their wants, needs and expectations. Data Gathering & Analysis: Knowle

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