Manager Customer Services (Field Fracking Operations)
Caterpillar
Job Info
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 SPM Oil & Gas
SPM Oil & Gas, a Caterpillar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.
We are currently seeking a Customer Services Manager (Field Fracking Operations) located in Midland, Texas . This role directs all activities and staff for technical field service programs for product installation, trouble-shooting, maintenance, repair, and customization of fracking equipment.
On Call Periods will be required.
Job Duties/Responsibilities may include, but are not limited to:
- 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.
- Ability to operate a company owned vehicle.
- Have a clean driving record, which generally means:
- No more than (2) moving violations within the last 12 months.
- No more than three (3) moving violations in the past three (3) years.
- Strong knowledge of hydraulic fracking operations, including expertise in stack and zipper procedures, as well as comprehensive experience in overall fracking field operations.
- Experience managing a team of employees providing guidance, mentorship and performance feedback to ensure success.
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 Basic Understanding:
• Focuses activities on developing and maintaining positive customer relationships.
• Discusses general differences between internally and externally focused organizations.
• Cites the cost and benefits of good versus poor customer service.
• Explains why customer satisfaction is important to successful product/service delivery.
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 Basic Understanding:
• Describes alternative data-gathering techniques and tools.
• Documents basic data-gathering methodologies.
• Identifies the purposes of data gathering and analysis.
• Identifies key objectives in gathering and analyzing data.
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.
Level Basic Understanding:
• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
• 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.
Level Basic Understanding:
• Explains characteristics and steps in an effective decision-making process.
• Identifies issues and communicates with others when a decision needs to be made.
• Names decision makers in own environment and cites examples of past decisions.
• Describes types of decisions incumbent may and may not make in own job or function.
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.
Level Basic Understanding:
• Describes non-verbal behaviors that influence the interpretation of the message.
• Cites examples of effective and ineffective communications.
• Explains the importance of effective business communication.
• Speaks/writes using correct language, mechanics, and gestures.
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.
Level Basic Understanding:
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Basic Understanding:
• Provides examples of the characteristics of effective business relationships.
• Identifies key business relationships in own organization.
• Describes the nature of a productive business relationship.
• Explains the benefits of building business partnerships.
What You Will Get:
Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just a salary. Because we value your performance, we offer a total rewards package that provides day-one benefits, including but not limited to:
- Competitive salary and annual bonus program
- Medical, dental, and vision coverage
- Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
- Company-matched 401(k) plan
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Short and long-term disability coverage
- Life Insurance
- Paid parental leave
- Healthy Lifestyle Programs
- Employee Assistance Programs
- Voluntary Benefits (Ex. Accident, Identity Theft Protection)
This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.
As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers.
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 have 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.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.
Posting Dates:
November 25, 2024 - December 13, 2024
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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