Quality Manager

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 EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Job Summary

Caterpillar’s Electric Power Division has an opportunity for a Quality Manager. As the Quality Manager for Electric Power Data Center Key Accounts, you will lead all efforts related to Quality for Electric Power's Key Data Center accounts. Successful execution will enable us to achieve and maintain Caterpillar global data center market leadership. To do this you will lead a team of specialists with the responsibility to manage customer and dealer relationships on a global scale when related to quality support.

What you will do

• Lead and develop the Data Center Key Accounts Customer Support Quality Team in all aspects required to deliver on goals by securing win/win outcomes for Caterpillar and our data center accounts.
• Manage and meet the Divisions quality and commissioning goals for Data Center Key Accounts.
• Develop and maintain necessary processes and tools to ensure customers view Caterpillar and Cat Dealers.
• Support Quality onboarding processes for Cat Facilities, Dealers, and Strategic Suppliers.
• Leading customer quality and social audits of Caterpillar Facilities, Dealer Operations, and Strategic Suppliers as part of the customer qualification processes.
• Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
• Prioritize and implement product improvements related to customer issues and manage cost impact.
• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
• Work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences.

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 Extensive Experience:
  Facilitates creation of the 'right' products and services to resolve customer business issues.
  Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
  Advises others on creating customer focused environments in various scenarios.
  Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
  Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
  Communicates and models the criticality of customer focus as an organizational strategy.
• 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 Working Knowledge:
  Follows proper data gathering and analysis processes and policies.
  Reports problems that arise in the data collection process.
  Participates in gathering and analyzing an organization's data based on requirements.
  Documents data from various sources and in various formats.
  Utilizes basic data collection and evaluation tools and techniques.
• 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 Extensive Experience:
  Reviews others' writing or presentations and provides feedback and coaching.
  Adapts documents and presentations for the intended audience.
  Demonstrates both empathy and assertiveness when communicating a need or defending a position.
  Communicates well downward, upward, and outward.
  Employs appropriate methods of persuasion when soliciting agreement.
  Maintains focus on the topic at hand.
• 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 Extensive Experience:
  Ensures capture of lessons to be learned from a problem-solving effort.
  Organizes potential problem solvers and leads problem resolution efforts.
  Uses varying problem-solving approaches and techniques as appropriate.
  Contributes to standard practices for problem-solving approaches, tools, and processes.
  Analyzes and synthesizes information and devises alternative resolution strategies.
  Develops successful resolutions to critical or wide-impact problems.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  Level Extensive Experience:
  Communicates to clients regarding expectations of all parties.
  Participates in negotiating the terms of the business relationship.
  Conducts periodic reviews of work effort, progress, issues, and successes.
  Maintains productive, long-term relationships with clients or vendors.
  Create opportunities to educate support teams on client priorities.
  Empowers others to establish collaborative, healthy relationships.
• Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
  Level Extensive Experience:
  Advises others on the assessment and provision of all technical solutions.
  Engages appropriate subject matter resources to effectively resolve technical issues.
  Mentors others to enhance their technical competence and its application to achieve more effective technical solutions.
  Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems.
  Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues.
  Assumes accountability for personal technical performance and holds others responsible for theirs.

Top Candidates Will Also Have

• Strong human relations skills are required to develop a collaborative/cooperative work relationship with Caterpillar partners and customers.
• Experience in the data center market, Caterpillar systems and process, or the Caterpillar Dealer Network.

Additional Information

• This position is located in Irving, TX; Griffin, GA; Mossville, IL; Lafayette, IN.
• Travel up to 50% is required.
• Domestic relocation assistance is offered for this position.
• Visa sponsorship is not offered for this position
• This position requires the candidate to work a 5-day-a-week schedule in the office.

Final Details

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

Summary Pay Range

$159,120.00 - $238,680.00

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

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees

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

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.