The posting
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 Summary:
This role is critical for shifting dealer sales teams from transactional sellers to trusted advisors by building customer-back selling skills, equipping dealer teams to position solutions, not just products; strengthening value-selling and services adoption and enhancing key account management through relationship-driven consultation.
This position will reside in the EAME Distribution Services Division’s COE-Marketing & Sales Operations team in support of Dealer of the Future efforts to drive consistent, differentiated customer experiences and build dealer sales force capabilities aligned to segment growth priorities. It will collaborate closely with the Commercial Learning team within Global Commercial Talent Development.
This role is responsible for the deployment and implementation of Dealer Sales & Leadership Development Processes to improve dealer salesforce commercial skills, dealer leaders’ skills and the dealers’ L&D organizations and learning effectiveness.
What You Will Do:
- Responsible for developing, implementing, and continuously improving the Dealer Sales Development framework, including sales capability strategy, training curriculum, learning pathways, dealer sales training KPIs, and effectiveness measures.
- Partner with Global Commercial Learning, Industry teams, and regional stakeholders to refresh and enhance dealer commercial learning strategies and programs to support evolving business and customer needs.
- Influence and align with Industry teams, dealer leadership, and key stakeholders on commercial learning priorities, sales capability initiatives, and best practices to drive consistent adoption and customer outcomes.
- Monitor dealer sales capability and training effectiveness metrics, providing insights and recommendations to improve learning outcomes and commercial performance.
- Be primary point of contact in their region for dealers, District Industry and DSD teams for Sales & Leadership training
- Promote commercial training modules, courses and programs to dealers and regional & district teams; ensuring that courses and materials are relevant to dealers' needs and processes. Will engage primarily with dealer sales management, L&D and/or HR managers.
- Manage intake of dealer/district training requests for defined territory.
- Be knowledgeable of all Industry teams’ product training strategies, resources & contacts.
- Gather regional dealer feedback and provide these insights to the Global Commercial Learning team to identify needs, gaps and improvement opportunities to ensure success of the training program.
- Be knowledgeable of Sales & Leadership competency models, assessment tools, learning solutions and learning platforms.
- Assess dealers’ salesforce learning and development capability & advise dealers on key improvement areas.
What You Will Have: 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.
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 Working Knowledge: • Provides a quality of service that customers describe as excellent. • Resolves common customer problems. • Responds to unexpected customer requests with a sense of urgency and positive action. • Provides direct service to internal or external customers. • Documents customer complaints in a timely manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. Level Working Knowledge: • Explains the requirements, deliverables, costs, and criticalities of the assignment.
• Provides strategic guidance on dealer sales capability development, learning effectiveness, and implementation of commercial learning frameworks. • Participates in developing consulting opportunities or assignments. • Uses formal and informal means to keep client informed on progress and issues. • Carries out the agreed-upon consulting assignment in a professional manner. • Documents client's objectives and project scope.
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 Working Knowledge: • Applies an assigned technique for critical thinking in a decision-making process. • Identifies, obtains, and organizes relevant data and ideas. • Participates in documenting data, ideas, players, stakeholders, and processes. • Recognizes, clarifies, and prioritizes concerns. • Assists in assessing risks, benefits and consideration of alternatives.
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 Working Knowledge:
• Effectively communicates and gains alignment across diverse stakeholder groups, including dealers, industry teams, district teams, and learning leaders. • 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. Level Working Knowledge: • Identifies and documents specific problems and resolution alternatives. • Examines a specific problem and understands the perspective of each involved stakeholder. • Develops alternative techniques for assessing accuracy and relevance of information. • Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. • Uses fact-finding techniques and diagnostic tools to identify problems.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Level Working Knowledge:
• Influences dealer leaders, industry partners, and internal stakeholders to drive alignment, commitment, and adoption of commercial learning initiatives.
• Provides prompt and effective responses to client requests and interactions. • Monitors client satisfaction levels on a regular basis. • Alerts own team to problems in client satisfaction. • Differentiates the roles and responsibilities in a business relationship. • Works with clients to address critical issues and resolve major problems.
Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.
• Develops and maintains dealer sales training frameworks, curriculum roadmaps, KPI measures, and learning effectiveness standards.
• Uses training and performance data to evaluate program effectiveness and identify continuous improvement opportunities. Level Working Knowledge: • Assesses customer feedback to better adjust to market demands. • Implements day-to-day training activities within the organization. • Follows relevant practices and procedures for the delivery of training services. • Monitors and interprets standards and management reports on training activities. • Records all training data and transactions in Human Resources Information Systems
Best Candidates Will Also Have:
• Experience working with dealer, distributor, reseller, or channel partner networks in a complex B2B environment.
• Proven background in sales enablement, commercial excellence, sales force effectiveness, or capability development programs.
• Experience assessing sales team capabilities and implementing development plans to improve commercial performance.
• Strong stakeholder management and consulting skills, with the ability to influence dealer leadership, Sales Managers, HR, and L&D teams.
• Fluency in English is mandatory. Additional language skills such as Arabic, Russian, or Turkish are considered an advantage.
Additional Information:
• This role requires up to 35% of business travel time.
• This is a fully office-based position requiring 5 days per week in the office when not traveling for business.
• Please note that no relocation support is available for this position.
Posting Dates:
Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
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