Fleet Manager - Fixed Contract
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Key skills for this role
About the Role
Caterpillar seeks a Fleet Manager to act as the primary customer-facing representative for a marine account, owning the operational relationship and coordinating service agreements, maintenance planning, and issue resolution across the dealer network.
Key Skills for This Role
Responsibilities
- Own the maintenance and overhaul plan for assigned vessels in coordination with the customer and multiple CAT dealers across the region
- Execute service contract commitments and assist in reporting performance against KPIs to the customer on the agreed cadence
- Lead operational communications with the customer (updates, fleet status reviews, and escalation routing)
- Interpret fleet health data (fluid sample results, telematics data, & diagnostic trouble codes) and drive root cause and corrective action with the dealer and CAT product group(s)
- Coordinate cross functionally with product support engineering, application engineering, and technical communicators on field failure investigations and product issues affecting the fleet
- Address coverage issues and resolve customer complaints; ensure all customer communication is clearly documented
- Answer inbound customer service inquiries; provide health analysis or troubleshooting and redirect when appropriate
Requirements
- 5+ years in a similar fleet, field service, or customer facing technical role
- A completed university degree in Engineering, Business, or related field
- Prior marine, oil & gas, or power generation engine or field experience
- Experience operating inside a multi dealer service ecosystem
- Fluency in French and/or Portuguese languages
Full Job Posting
Role Definition
- Acts as the primary Caterpillar customer facing representative for assigned marine account in the eastern hemisphere.
- Owns the operational relationship with a key fleet customer and coordinates across the CAT dealer network and product groups to execute service agreement commitments, drive overhaul & maintenance planning, and resolve in service issues across the fleet.
What You Will Do
- Own the maintenance and overhaul plan for assigned vessels in coordination with the customer and multiple CAT dealers across the region.
- Execute service contract commitments and assist in reporting performance against KPIs to the customer on the agreed cadence.
- Lead operational communications with the customer (updates, fleet status reviews, and escalation routing).
- Interpret fleet health data (fluid sample results, telematics data, & diagnostic trouble codes) and drive root cause and corrective action with the dealer and CAT product group(s).
- Coordinate cross functionally with product support engineering, application engineering, and technical communicators on field failure investigations and product issues affecting the fleet.
- Address coverage issues and resolve customer complaints. Ensure all customer communication is clearly documented.
- Answer inbound customer service inquiries; provide health analysis or troubleshooting and redirect when appropriate.
What You Have
- Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions.
- Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes.
- Service Excellence: Knowledge of customer service concepts and techniques.
- Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients.
- Decision Making and Critical Thinking: Knowledge of the decision making process and associated tools and techniques.
- Effective Communications: Understanding of effective communication concepts, tools and techniques.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
- Relationship Management: Knowledge of relationship management techniques.
- Business Development: Knowledge of business development tools, techniques and approaches.
What Will Put You Ahead
- 5+ years in a similar fleet, field service, or customer facing technical role.
- A completed university degree in Engineering, Business, or related field.
- Prior marine, oil & gas, or power generation engine or field experience.
- Experience operating inside a multi dealer service ecosystem.
- Fluency in French and/or Portuguese languages.
Additional Information
- ISE/Payroll Transfer is not available.
- Business travel required for this role – up to 20%, mostly globally.
- This position requires working onsite five days a week.
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