Director of Warranty and Dealer Service Network

**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 Us:** With 2024 sales and revenues of $64.8 billion, 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 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. Caterpillar does business on every continent, principally operating through three primary segments - Construction Industries, Resource Industries and Energy & Transportation - and providing financing and related services through our Financial Products segment. **Job Description:** We have an exciting leadership opportunity for a Director of Warranty and Dealer Service Network for our Product Support and Logistics Divsion. This leader will be responsible for providing strategic leadership to organizations accountable for the following areas: + Development and deployment of the Warranty & Product Notification Transformation; enabling streamlined workorder information to warranty / product quality submission to Caterpillar, richer and faster information in support of warranty avoidance, higher quality claim adjudication controls; minimizing defects and improving management of warrantable charges and higher velocity and administrative efficiency in the end-to-end process (dealer and Cat). + Lead the global warranty operations responsible for claim Caterpillar product claim adjudication, managing and publishing warranty policies, dealer warranty performance and regulatory / complicance controls. + Lead the global DSN tier 1 operations (Parts and Service), ensuring timely and high-quality issue resolution in support of Dealer Service Efficiency. Includes managing the feedback loop to partners to continuously improve source information (SIS parts & Service publications, Tools, etc) and supporting the acceleration & quality of Advanced Troubleshooting in SIS. **Job Responsibilities:** - Provides strategic leadership and management to global organization accountable for warranty and DSN Operations & ongoing efficiencies. - Delivers a fully digital & integrated experience for our dealer service operations to create & warranty claims and interact on technical issue resolution. - Oversees the efficient & timely Development / Adoption of Warranty and Product Quality Notification Transformation, leveraging the NPI process. - Manages development and delivery of organizational strategies. Influences positive outcome of challenges or delays. - Sponsors and champions delivery of organizational projects & goals across various types of parts and service information, data, and/or technologies. Interfaces with all Industry Partners, Distribution teams and dealers. - Provides day-to-day guidance and coaching to technical and administrative staff. **Desired Skills:** - Leader experience with large global team. - Product Management experience (digital and equipment). - Global Dealer and customer experience. - Leadership with large complex projects, including strategic launch, development, validation and deployment. **Demonstrated Skills:** + Customer focus, Data Gathering & Analysis, Service Excellence, Consulting, Effective Communications, Problem Solving, Relationship Management, Technical Excellence. **Skills and Experience:** **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. - Champions, models and directs an organization's commitment to externally focused decision-making tied to customer business needs and satisfaction. - Provides customer focused vision, strategy and leadership that exceeds customer expectations. - Persuasively articulates the link between customer focus and enhanced business success to stakeholders. - Teaches others to foster customer relationships based on mutual understanding, respect, trust and 'business partnering'. - Develops 'best practices' to create, evaluate and enhance customer loyalty that are sought by others within and outside the organization. - Consults with senior executives regarding critical success factors and details to being a customer focused organization. **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. - Advises on advanced data gathering and analysis methodologies and technologies. - Oversees data gathering and analysis activities within the organization. - Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used. - Implements procedures and policies within a data processing function. - Teaches others how to improve the validity and reliability of data used in various analyses. - Evaluates best practices of data gathering and analysis within the industry. **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. - Monitors industry for trends in enhancing customer service, with special attention to CRM. - Designs strategies to inspire peers to raise the bar of customer service delivery. - Coaches peers on how to satisfy customers. - Consults with management on modifying business processes to enhance service delivery. - Promotes the use of superior service in diverse environments. - Establishes best practices for service excellence. **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. - Offers constructive ideas on high impact business opportunities. - Develops others' abilities for consulting to multiple clients and multiple assignments. - Ensures others understand the critical importance of clear, client-focused communication. - Consults to senior business executives on own functional specialty. - Monitors industry for developments in consulting best practices and consulting support tools. - Collaborates with own senior business management on feasibility studies and potential projects. **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. - Works to create a climate that values and rewards good oral and written communication. - Communicates effectively with diverse audiences, using appropriate media and language. - Monitors developments in communications tools for potential use by organization. - Writes reports, articles, or books for distribution to the business or professional community. - Ensures important messages are clearly understood. - Coaches others on methods of improving their own communications. **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. - Gains agreement on the problem-solving process, risk assessment, decision points, and criteria. - Trains others in the process of eliciting alternatives and assessing their impact. - Orchestrates the resolution of high-impact and cross-functional problems. - Successfully organizes problem solvers and stakeholders for high-impact problems. - Predicts and explains long-term trends and implications for alternatives. - Monitors industry for best practices and new techniques in problem-solving. **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. - Oversees key client reviews to assure service and relationship satisfaction. - Coaches others in the value, issues, and methods of client partnering. - Collaborates with clients in the pursuit of common business objectives. - Maintains status information on major developments in client or partner environment. - Works directly with clients to discern business trends and their implications. - Fosters a climate conducive to establishing positive working relationships with outsiders. **Technical Excellence:** Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges. - 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. **Additional Details:** + Location: Peoria, IL. + Role will be based in the office five days a week. + Domestic relocation is offered for the role. + Sponsorship is not offered for this role. + Up to 25% travel. + This position is eligible for stock or other equity grants pursuant to Caterpillar's long-term incentive plan. **Summary Pay Range:** $185,400.00 - $278,160.00 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:** Subject to plan eligibility, terms, and guidelines. This is a summary list of 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 **Posting Dates:** December 10, 2025 - December 19, 2025 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. Not ready to apply? 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