Sales Force. The CAT dealer salesforce is the most capable and highly trained in the industry. The CAT dealer sales people are consultants to their customers and advise their customers on the best solutions for their application and job. As a manufacturer we request our dealers to follow strict training protocols to ensure our sales force remains current on all product updates. Specifically, as it relates to governmental sales, each dealer has one or more people named to be a key liaison between us as manufacturer and their dealer sales team. This person is offered additional in-depth training on Sourcewell and ensures that all contract terms are followed. In addition, dealers also have paving specialists located in house to work with customers on all aspects of their paving business. In North America, our dealers employ more than 53,000 people across the machine, energy, parts and service divisions. Of this number more than 8% (4400) are in machine and parts sales; more than 39% (21,000) are in service and support. The dealer sales teams are supported by a network of Caterpillar professionals. Each dealer has in territory support of 5-8 Caterpillar sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the sales and marketing department at Caterpillar is staffed by more than 600 people who's mission is to focus on customer satisfaction. Even more are employed "behind-the-scenes" to ensure industry leading product design, up to date product information, and maintaining the ease of doing business in an increasingly connected marketplace. * 27 Dealer network or other distribution methods. The CAT dealer network is key to the success of our company. Within Canada and the United States, we have more than 800 dealer owned locations that sell and rent equipment. Please refer to our directory listing of CAT dealer locations and locations map in the attached "Additional Documents" zip file. CAT dealers are independently owned and many cover an entire state or province. In some cases, dealers cross state/provincial boundaries, and in other cases, more than one dealer will be located in a state). Each dealer has multiple branches and a mobile service fleet than can serve customers regardless of location. These are full physical locations our governmental customers can use. Because of the size of CAT dealers, they are exceptionally capable to serve governmental customers and customer in the governmental paving industry. Dealers have trained specialists that cover many industries like paving. To support these dealers and specialists in the field, Caterpillar has a paving division with 18 dedicated paving territory managers dedicated to training and focused on the paving industry. Caterpillar also pulls together the paving specialists into a Dealer Advisory group to have a continuous feedback loop on industry trends and to collaborate on future new product introductions. Collectively, CAT dealers' large net worth permits them to stock a high volume of replacement parts - allowing governmental customers the fastest turnaround on parts availability and repair time. CAT dealers recognize the importance of governmental business to their overall success and they each have one or more governmental specialists whose job it is to serve governmental agencies well. Please refer to the CAT dealer locations list and map included in "Additional Documents". * 28 Service force. At Caterpillar we are very proud of the saying "The sales department sells the first machine; the service department sells every one after that." The CAT dealer network in North America collectively employs more than 20,000 factory trained technicians, parts experts, product support managers and other service-oriented staff. These people are supported by the best repair shop equipment and materials. As machines and engines are constantly updated, so too are our service experts. We conduct product-specific training every week of the year. Technician shortage is an industry-wide concern, but because CAT dealers are large, long established companies, they can offer strong compensation and benefit packages that encourage the best people to to seek employment and to retain them once hired. Caterpillar works very closely with dealers and through a program called "Think Big", we are able to keep the pipeline of high quality employees full. In addition to the technicians and mechanics that work on the machines directly, each dealer has a service support staff that includes customer-facing consultants wo are responsible for working with customers to set up maintenance and repair schedules to ensure the best possible up-time. Collectively, service support staff makes up the bulk of each dealers' staff. Roughly half of their personnel investment goes to ensuring customer success via product support. The dealer service teams are supported by a network of Caterpillar professionals. Each dealer had in territory support of 5-8 Caterpillar parts/service employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the service and support groups at Caterpillar are staffed by thousands of people whose mission is to focus on post-sale customer satisfaction. Even more are employed "behind-the-scenes" to ensure technical literature is up to date, service standards are adhere to and repair questions are answered quickly. We exceed our 95% 2-hour response rate target in responding to dealer service inquiries. *
Appears in 2 contracts
Sales Force. The CAT Cat dealer salesforce is the most capable and highly trained in the industry. The CAT Cat dealer sales people salespeople are consultants to their customers and advise their customers on the best solutions for their application and job. As a manufacturer we request our dealers to follow strict training protocols to ensure our sales force remains current on all product updates. Specifically, as it relates to governmental sales, each dealer has one or more people named to be a key liaison between us as manufacturer and their dealer sales team. This person is offered additional in-depth training on Sourcewell and ensures that all contract terms are followed. In addition, dealers also have paving electric power specialists located in house to work with customers on all aspects of their paving power generation business. In North America, our dealers employ more than 53,000 people across the machine, energy, parts and service divisions. Of this number more than 8% (4400) are in machine and parts sales; more than 39% (21,000) are in service and support. The dealer sales teams are supported by a network of Caterpillar professionals. Each dealer has in territory support of 5-8 Caterpillar sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the sales and marketing department at Caterpillar is staffed by more than 600 people who's whose mission is to focus on customer satisfaction. Even more are employed "behind-the-the- scenes" to ensure industry leading product design, up to date product information, and maintaining the ease of doing business in an increasingly connected marketplace. * 27 Dealer network or other distribution methods. The CAT Cat dealer network is key to the success of our company. Within Canada and the United States, we have more than 800 dealer owned locations that sell and rent equipment. Please refer to our directory listing of CAT Cat dealer locations and locations map in the attached "Additional Documents" zip file“Cat Dealer Directory”. CAT Cat dealers are independently owned and many cover an entire state or province. In some cases, dealers cross state/provincial boundaries, and in other cases, more than one dealer will be located in a state). Each dealer has multiple branches and a mobile service fleet than that can serve customers regardless of location. These are full physical locations our governmental customers can use. Because of the size of CAT Cat dealers, they are exceptionally capable to serve governmental customers and customer customers in the governmental paving industry. Dealers have trained specialists that cover many industries like pavingindustries. Many of our dealer sales reps sell more than 50% of their sales through Sourcewell. To support these dealers and specialists in the field, Caterpillar has a paving an electric power division with 18 30+ dedicated paving electric power territory managers dedicated to training and focused on the paving electric power industry. To help with Sourcewell sales, we have a dedicated sales rep, ▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇, who is expert on co-operative purchasing for the power generation group as well as an intern to assist with day to day tasks. Caterpillar also pulls together the paving electric power specialists into a Dealer Advisory group to have a continuous feedback loop on industry trends and to collaborate on future new product introductions. Collectively, CAT Cat dealers' large net worth permits them to stock a high volume of replacement parts - allowing governmental customers the fastest turnaround on parts availability and repair time. CAT Cat dealers recognize the importance of governmental business to their overall success and they each have one or more governmental specialists whose job it is to serve governmental agencies welltheir product support sales reps are well versed in working with government entities. Please refer to the CAT Cat dealer locations list and map included in "Additional Documents". * 28 Service force. At Caterpillar we are very proud of the saying "The sales department sells the first machine; the service department sells every one after that." The CAT Cat dealer network in North America collectively employs more than 20,000 factory trained technicians, parts experts, product support managers and other service-oriented staff. These people are supported by the best repair shop equipment and materials. As machines and engines are constantly updated, so too are our service experts. We conduct product-specific training every week of the year. Technician shortage is an industry-industry- wide concern, but because CAT Cat dealers are large, long established companies, they can offer strong compensation and benefit packages that encourage the best people to to seek employment and to retain them once hired. Caterpillar works very closely with dealers and through a program called "Think Big", we are able to keep the pipeline of high quality employees full. In addition to the technicians and mechanics that work on the machines generators directly, each dealer has a service support staff that includes customer-facing consultants wo who are responsible for working with customers to set up maintenance and repair schedules to ensure the best possible up-time. Collectively, service support staff makes up the bulk of each dealers' staff. Roughly half of their personnel investment goes to ensuring customer success via product support. The dealer service teams are supported by a network of Caterpillar professionals. Each dealer had has in territory support of 5-8 Caterpillar parts/service employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the service and support groups at Caterpillar are staffed by thousands of people whose mission is to focus on post-sale customer satisfaction. Even more are employed "behind-the-scenes" to ensure technical literature is up to date, service standards are adhere to and repair questions are answered quickly. We exceed Historically, we have exceeded our 95% 2-hour response rate target in responding to dealer service inquiries. *
Appears in 2 contracts
Sales Force. The CAT Cat dealer salesforce is the most highly capable and highly trained in the construction industry. The CAT Cat dealer sales people salespeople are consultants to their customers and advise their customers on the best solutions for their application and job. As a manufacturer we request our dealers to follow strict training protocols to ensure our sales force remains current on all product updates. Specifically, as it relates to governmental sales, each dealer has one or more people named to be a key liaison between us as manufacturer and their dealer sales team. This person is They're offered additional in-in depth training on Sourcewell and ensures that all contract terms are followed. In additionCaterpillar has Operational Excellence Programs that recognize dealers' excellence in marketing and sales processes and operations, dealers also have paving specialists located in house to work with customers on all aspects among other areas of their paving the business. In North America, our dealers employ more than 53,000 people across the machine, energy, parts and service divisions. Of this number more than 8% (4400) are in machine and parts sales; more than 39% (21,000) are in service and support. The dealer sales teams are supported by a network of Caterpillar professionals. Each dealer has in territory support of 5-5 to 8 Caterpillar sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the sales and marketing department at Caterpillar is staffed by more than 600 people who's whose mission is to focus on customer satisfaction. Even more are employed "behind-the-the scenes" to ensure industry leading product design, up to date product information, and maintaining the ease of doing business in an increasingly connected marketplace. * 27 Dealer network or other distribution methods. The CAT Cat dealer network is key to the success of our company. Boasting over 160 dealers throughout 193 countries worldwide, the Cat dealer network is widely considered to be the best in industry. Within Canada and the United States, we have 47 dealers and more than 800 dealer owned locations that sell and rent equipment. Please refer to our directory listing of CAT Cat dealer locations and our easy to view locations map in the attached "Additional Documents" zip file. CAT Cat dealers are independently owned and many cover an entire state or province. In some cases, dealers cross state/provincial boundaries, and in other cases, more than one dealer will be located in a state)independently-owned. Each dealer has multiple branches and a mobile service fleet than can serve customers regardless of location. These are full physical locations our governmental customers can use. Because of the size of CAT Cat dealers, they are exceptionally capable to serve governmental customers and customer in the governmental paving industrycustomers. Dealers have trained specialists that cover many industries like paving. To support these dealers and specialists in the field, Caterpillar has a paving division with 18 dedicated paving territory managers dedicated to training and focused on the paving industry. Caterpillar also pulls together the paving specialists into a Dealer Advisory group to have a continuous feedback loop on industry trends and to collaborate on future new product introductionsincluding heavy equipment. Collectively, CAT Cat dealers' large net worth permits them to stock a high volume of replacement parts - allowing governmental customers the fastest turnaround on parts availability and repair time. CAT Cat dealers recognize the importance of governmental business to their overall success and they each have one or more governmental specialists whose job it is to serve governmental agencies well. Please refer to the CAT Cat dealer locations list and map included in "Additional Documents". Additionally, you can leverage ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/en_US/support/dealer- locator.html to locate dealers by location. * DocuSign Envelope ID: E74F7137-AC67-4B07-965B-33CD3E77A89B 28 Service force. At Caterpillar we are very proud of the saying "The sales department sells the first machine; machine; the service department sells every one after that." The CAT Cat dealer network in North America collectively employs more than 20,000 factory trained technicians, parts experts, product support managers and other service-oriented staff. These people subject matter experts are supported by the best repair shop equipment and materials. As machines and engines are constantly updated, so too are our service experts. We conduct product-specific training every week of the year. Technician shortage is an industry-wide concern, but because CAT Cat dealers are large, long established companies, they can offer strong compensation and benefit packages that encourage the best people to to seek employment and to retain them once hired. Caterpillar works very closely with dealers and through a program called "Think BigThinkBIG", we are able to keep the pipeline of high quality employees full. ThinkBIG is a Caterpillar-specific instructional program that pays the student while they train to become a technician. It is a 2-year program with lab and classroom work, and a paid internship at a sponsoring Cat Dealer. As a result, the student will graduate with an accredited degree backed with over 2,000 hours of work experience. In addition to the technicians and mechanics that work on the machines directly, each dealer has a service support staff that includes customer-facing consultants wo who are responsible for working with customers to set up maintenance and repair schedules to ensure the best possible up-time. Collectively, service support staff makes up the bulk of each dealers' staff. Roughly half of their personnel investment goes to ensuring customer success via product support. The dealer service teams are supported by a network of Caterpillar professionals. Each dealer had has in territory support of 5-5 to 8 Caterpillar parts/service employees. It is the responsibility of these people specialists to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the service and support groups at Caterpillar are staffed by thousands of people whose mission is to focus on post-sale customer satisfaction. Even more are employed "behind-the-scenes" to ensure technical literature is up to date, service standards are adhere to and repair questions are answered quickly. We exceed our 95% 2-hour response rate target in responding to dealer service inquiries. *
Appears in 2 contracts
Sources: Contract, Participation Agreement
Sales Force. The CAT Cat dealer salesforce is highly capable and amongst the most capable and highly trained in the construction industry. The CAT Cat dealer sales people salespeople are consultants to their customers and advise their customers on the best solutions for their application and jobjob application. As a manufacturer we request Caterpillar requests our dealers to follow strict training protocols to ensure our sales force remains current on all product updates. Specifically, as it relates to governmental sales, each dealer has one or more people named to be a key liaison between us as manufacturer and their dealer sales team. This person is They're offered additional in-depth training on Sourcewell and ensures that all contract terms are followed. In additionCaterpillar has Operational Excellence Programs that recognize dealers' excellence in marketing and sales processes and operations, dealers also have paving specialists located in house to work with customers on all aspects among other areas of their paving the business. In North America, our dealers employ more than 53,000 people across the machine, energy, parts and service divisions. Of this number more than 8% (4400) are in machine and parts sales; more than 39% (21,000) are in service and support. The dealer sales teams are supported by a network of Caterpillar professionals. Each independent dealer typically has in service territory support of 5-5 to 8 Caterpillar sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace industry changes. Beyond the dealer service territory experts, the sales and marketing department at Caterpillar is staffed by more than 600 people who's whose mission is to focus on customer satisfaction. Even more are employed ""behind-the-the scenes"" to ensure industry leading product design, up to date product information, and maintaining the ease of doing business in an increasingly connected marketplace. ." * 27 Dealer network or other distribution methods. "The CAT Cat dealer network is key to the success of our company. Boasting over 160 dealers throughout 193 countries worldwide, the Cat dealer network is widely considered to be the best in industry. Within Canada and the United States, we have 47 dealers and more than 800 dealer owned locations that sell and rent equipment. Please refer to our directory listing of CAT dealer locations and locations map attachment "US & Canada- Dealers- (T6-Q31-2024_US-Canada- Districts_COLOR 03.13.2024)" in the attached ""Additional Documents"" zip file. CAT Cat dealers are independently owned and many cover an entire state or province. In some cases, dealers cross state/provincial boundaries, and in other cases, more than one dealer will be located in a state)owned. Each dealer has multiple branches and a mobile service fleet than can serve customers regardless of location. These are full physical locations our governmental customers can use. Because of the size of CAT Cat dealers, they are exceptionally capable to serve governmental customers and customer in the governmental paving industrycustomers. Dealers have trained specialists that cover many industries like paving. To support these dealers and specialists in the field, Caterpillar has a paving division with 18 dedicated paving territory managers dedicated to training and focused on the paving industry. Caterpillar also pulls together the paving specialists into a Dealer Advisory group to have a continuous feedback loop on industry trends and to collaborate on future new product introductionsincluding heavy equipment. Collectively, CAT Cat dealers' large net worth permits them to stock a high volume of replacement parts - allowing governmental customers the fastest turnaround on parts availability and repair time. CAT Cat dealers recognize the importance of governmental business to their overall success and they each have one or more governmental specialists whose job it is to serve governmental agencies well. Please refer to the CAT Cat dealer locations list map attachment. Additionally, you can leverage ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/en_US/support/dealer-locator.html to locate dealers by location." • Much of the information provided herein is drawn from and map included available in "Additional Documents"greater detail at the following, which can be referenced for completeness and context: ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/financials/sec-filings/default.aspx, ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/en_US.html, and ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. • Only those dealers that sign a Participation Agreement with Caterpillar obligating them to comply with the terms of the Contract will be eligible to provide Equipment, Products, or Services. Caterpillar will provide a copy of the Contract to its dealers North American dealers and invite such dealers to enter into a Participation Agreement as a subcontractor of Supplier under the terms of the Contract. Note: Dealers are independent businesses and as such have the right to choose whether to participate in any contract in their sole discretion; and have the right to independently establish their own commercial terms including rates and other terms and conditions, none of which will be dictated by Caterpillar. Cat® branded products and services, as well as the rental and associated services referenced in this proposal, are distributed principally through a worldwide organization of independent dealers (dealer network) (and not Caterpillar directly). • For additional information and further details regarding these matters, please visit: ▇▇▇▇▇://▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/financials/sec-filings/default.aspx, ▇▇▇▇▇://▇▇▇.▇▇▇▇▇▇▇▇▇▇▇.▇▇▇/en/company/strategy-purpose/strategy.html and ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/en_US/support/dealer-network.html. * 28 Service force. At Caterpillar we are very proud of the saying "The sales department sells the first machine; the service department sells every one after that." The CAT Cat dealer network in North America collectively employs more than 20,000 factory trained technicians, parts experts, product support managers and other service-oriented staff. These people subject matter experts are supported by the best repair shop equipment and materials. As machines and engines are constantly updated, so too are our service experts. We conduct product-specific training every week of the year. Technician shortage is an industry-wide concern, but because CAT Cat dealers are large, long established companies, they can offer strong compensation and benefit packages that encourage the best people to to seek employment and to retain them once hired. Caterpillar works very closely with dealers and through a program called "Think BigThinkBIG", we are able to keep the pipeline of high quality employees full. ThinkBIG is a Caterpillar-specific instructional program that pays the student while they train to become a technician. It is a 2-year program with lab and classroom work, and a paid internship at a sponsoring Cat Dealer. As a result, the student will graduate with an accredited degree backed with over 2,000 hours of work experience. In addition to the technicians and mechanics that work on the machines directly, each dealer has a service support staff that includes customer-facing consultants wo who are responsible for working with customers to set up maintenance and repair schedules to ensure the best possible up-time. Collectively, service support staff makes up the bulk of each dealers' staff. Roughly half of their personnel investment goes to ensuring customer success via product support. The dealer service teams are supported by a network of Caterpillar professionals. Each dealer had has in territory support of 5-5 to 8 Caterpillar parts/service employees. It is the responsibility of these people specialists to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the service and support groups at Caterpillar are staffed by thousands of people whose mission is to focus on post-sale customer satisfaction. Even more are employed "behind-the-scenes" to ensure technical literature is up to date, service standards are adhere to and repair questions are answered quickly. We exceed our 95% 2-hour response rate target in responding to dealer service inquiries. Note: Each independent dealer typically has service territory support of 5 to 8 sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to industry changes. *
Appears in 1 contract
Sources: Contract
Sales Force. The CAT Cat dealer salesforce is the most highly capable and highly trained in the construction industry. The CAT Cat dealer sales people salespeople are consultants to their customers and advise their customers on the best solutions for their application and job. As a manufacturer we request our dealers to follow strict training protocols to ensure our sales force remains current on all product updates. Specifically, as it relates to governmental sales, each dealer has one or more people named to be a key liaison between us as manufacturer and their dealer sales team. This person is They're offered additional in-in depth training on Sourcewell and ensures that all contract terms are followed. In additionCaterpillar has Operational Excellence Programs that recognize dealers' excellence in marketing and sales processes and operations, dealers also have paving specialists located in house to work with customers on all aspects among other areas of their paving the business. In North America, our Cat dealers employ more than 53,000 people across the machine, energy, parts and service divisions. Of this number more than 8% (4400) are in machine and parts sales; more than 39% (21,000) are in service and support. The dealer sales teams are supported by a network of Caterpillar professionals. Each dealer has in territory support of 5-5 to 8 Caterpillar sales/marketing employees. It is the responsibility of these people to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the sales and marketing department at Caterpillar is staffed by more than 600 people who's whose mission is to focus on customer satisfaction. Even more are employed "behind-the-the scenes" to ensure industry leading product design, up to date product information, and maintaining the ease of doing business in an increasingly connected marketplace. * 27 Dealer network or other distribution methods. The CAT Cat dealer network is key to the success of our company. Boasting 160 dealers throughout 193 countries worldwide, the Cat dealer network is widely considered to be the best in industry. Within Canada and the United States, we have 47 dealers and more than 800 dealer owned locations that sell and rent equipment. Please refer to our directory listing of CAT Cat dealer locations and our easy to view locations map in the attached "Additional Documents" zip file. CAT Cat dealers are independently owned and many cover an entire state or province. In some cases, dealers cross state/provincial boundaries, and in other cases, more than one dealer will be located in a state)independently-owned. Each dealer has multiple branches and a mobile service fleet than can serve customers regardless of location. These are full physical locations our governmental customers can use. Because of the size of CAT Cat dealers, they are exceptionally capable to serve governmental customers and customer in the governmental paving industrycustomers. Dealers have trained specialists that cover many industries like paving. To support these dealers and specialists in the field, Caterpillar has a paving division with 18 dedicated paving territory managers dedicated to training and focused on the paving industry. Caterpillar also pulls together the paving specialists into a Dealer Advisory group to have a continuous feedback loop on industry trends and to collaborate on future new product introductionsincluding heavy equipment. Collectively, CAT Cat dealers' large net worth permits them to stock a high volume of replacement parts - allowing governmental customers the fastest turnaround on parts availability and repair time. CAT Cat dealers recognize the importance of governmental business to their overall success and they each have one or more governmental specialists whose job it is to serve governmental agencies well. Please refer to the CAT Cat dealer locations list and map included in "Additional Documents". Additionally, you can leverage ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇▇/en_US/support/dealer- locator.html to locate dealers by location. * DocuSign Envelope ID: 7FBA555D-2590-4D87-A3EF-7DEA989EAD85 28 Service force. At Caterpillar we are very proud of the saying "The sales department sells the first machine; machine; the service department sells every one after that." The CAT Cat dealer network in North America collectively employs more than 20,000 factory trained technicians, parts experts, product support managers and other service-oriented staff. These people subject matter experts are supported by the best repair shop equipment and materials. As machines and engines are constantly updated, so too are our service experts. We conduct product-specific training every week of the year. Technician shortage is an industry-wide concern, but because CAT Cat dealers are large, long established companies, they can offer strong compensation and benefit packages that encourage the best people to to seek employment and to retain them once hired. Caterpillar works very closely with dealers and through a program called "Think BigThinkBIG", we are able to keep the pipeline of high quality employees full. ThinkBIG is a Caterpillar-specific instructional program that pays the student while they train to become a technician. It is a 2-year program with lab and classroom work, and a paid internship at a sponsoring Cat Dealer. As a result, the student will graduate with an accredited degree backed with over 2,000 hours of work experience. In addition to the technicians and mechanics that work on the machines directly, each dealer has a service support staff that includes customer-facing consultants wo who are responsible for working with customers to set up maintenance and repair schedules to ensure the best possible up-time. Collectively, service support staff makes up the bulk of each dealers' staff. Roughly half of their personnel investment goes to ensuring customer success via product support. The dealer service teams are supported by a network of Caterpillar professionals. Each dealer had has in territory support of 5-5 to 8 Caterpillar parts/service employees. It is the responsibility of these people specialists to ensure that the dealer and Caterpillar are working well together to constantly improve and to adapt to marketplace changes. Beyond the territory experts, the service and support groups at Caterpillar are staffed by thousands of people whose mission is to focus on post-sale customer satisfaction. Even more are employed "behind-the-scenes" to ensure technical literature is up to date, service standards are adhere to and repair questions are answered quickly. We exceed our 95% 2-hour response rate target in responding to dealer service inquiries. *
Appears in 1 contract
Sources: Contract