Service Training Instructor

Career Area:

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.

Your Work Shapes the World at Caterpillar Inc:
When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other.  We are the makers, problem solvers and future work 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.

Our  Americas Distribution Services Division (ADSD) provides governance and administration of Cat® dealers across the U.S., Canada, and Latin America. 

We’re  committed  to our customers, who build a better world with our products, services, and solutions. We understand and show the value of why they should always 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 components and solutions superior to the competition.  Learn more about the  Caterpillar Experience .

Job Summary:

The Service Training Instructor will develop technical training material, deliver service training classes on systems or products to meet worldwide service training needs for the Caterpillar dealer network, customers, and Caterpillar training centers. Leads and manages projects and collaborates with business units and marketing units to identify technical training needs.

Why you want the job!

This is an entry level instructor role with a great career progression path. You will have the opportunity to work directly with instructors worldwide to develop course content; and to develop into an expert instructor. The path contains a career plan of a long-term progression with different levels of competency.

Additional Info:

• This position is located in Miami Lakes, FL.

• This position requires up to 25% of working time travel, both domestic and international.

• Relocation assistance may be available.

What You Will Do:

• Promotes and leads safe and lean work practices
• Professional development to complete the OATS (Observe/Assist/Team/Solo) process, complete the Caterpillar Instructor Accreditation Program (CIAP I) within 6 months in the role
• Partner with GDL Instructors to job shadow in the field
• Develops and delivers technical content, learning solutions related to different industries
• Collaborates with internal partners to follow GDL standards regarding course development and delivery
• Work with instructional designers and SMEs to develop course material and assessments
• Leads and manages projects to be completed on time and within budget
• Negotiates with approved suppliers to obtain goods and services
• Work with product groups to meet current strategies, initiatives, and goals
• Performs/coordinates routine maintenance for lab equipment and perform lab equipment updates.

What You Have (Required Skills):

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.
• Focuses activities on developing and maintaining positive customer relationships.
• Explains why customer satisfaction is important to successful product/service delivery.
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.
• Explains how managing customer perceptions and expectations enhances customer service.
• Describes several important business benefits of providing high quality service.
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.
• Explains characteristics and steps in an effective decision-making process.
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.
• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.
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.
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Explains the benefits of building business partnerships.
Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.
• Documents training procedures and administration principles.
• Identifies major services provided by training professionals.
• Describes key responsibilities and scopes of the training operations function.
• Identifies major activities performed by training support staff.

What Will Set You Apart (Preferred Skills):

• Technical experience with Caterpillar products, such as Diesel engines, gas engines, dual fuel engine systems, transmissions, marine control systems, and electric motors for gas compression

• Experience with Component Remove & Install, Component Disassemble & Assemble, Preventive Maintenance

• Experience as a technician, and/or instructor, and/or technical support, or related experience

• Professional written and verbal communication skills in English (Spanish is a plus)

• Experience speaking publicly before large multi-cultural audiences

About Caterpillar

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.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar. 

Benefits:

Annual incentive bonus plan*

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

*Subject to annual eligibility and incentive plan guidelines .

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.     

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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