Manager Product Support

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.

The Manager Product Support at Caterpillar Inc. leads the Excavation division (EXD) Service Engineer and Dealer Solutions Network product support team across North and South America. The role involves managing “find it” activities to identify and address emerging product support needs, leading quality restoration initiatives, and ensuring efficient execution of dealer solutions. The manager works closely with multiple divisions to enhance product quality and dealer training, support new product introductions, and drive continuous improvement. Additionally, the position focuses on mentoring team members, optimizing customer validation efforts, and coordinating with HR to develop career growth opportunities.

What You Will Do:

• Drive Proactive Product Support: Lead EXD “find it” efforts across the Americas, identifying and addressing emerging product support needs through Continuous Product Improvement.
• Champion Quality Restoration: Collaborate with key divisions to uphold the highest standards of product quality and service, ensuring positive dealer and customer experiences for all models.
• Maximize Profitability: Lead cost reduction initiatives by analyzing warranty spend and optimizing product support activities at target dealerships.
• Optimize Dealer Solutions Performance: Manage Dealer Solutions Network (DSN) quality and efficiency metrics, ensuring seamless support execution across tier 1 and tier 2 teams.
• Shape Future Product Offerings: Lead customer validation efforts, providing insights to support engineering and field teams in developing new products.
• Enhance Dealer and Customer Experience: Partner with business teams to address training and support gaps, driving service improvements and successful new product launches.
• Develop Team Talent: Mentor and coach the product support team, working with HR to cultivate career growth and maintain a strong talent pipeline.

What You Have (Basic Qualifications):

• 4-year college or university degree in marketing, business or a related field OR equivalent progressive experience in the manufacturing or construction technology industry particularly in a commercial or dealer facing sector.
• Demonstrated track record of maintaining a customer-centric approach, delivering impactful solutions that exceed customer expectations and drive satisfaction.
• Advanced skills in data gathering, analysis, and interpretation to inform strategic decisions and drive continuous improvement.
• Proven ability to solve complex problems, developing innovative solutions that address challenges and enhance operational efficiency.
• Strong technical expertise, with a focus on driving excellence in product support, service delivery, and quality standards at a leadership level.

Top Candidates Will Have :

• Strong understanding of commercial teams and challenges. Empathizes with customer and dealer sentiment, analyzes facts, and provides enterprise-positive recommendations.
• Passionate about quality, constantly improving customer experience. Highly resilient and driven to hold dealerships and business partners accountable for best-in-class quality.
• Effective communicator, adept at addressing diverse audiences with varying levels of experience.

Additional Info :

• Domestic relocation may be available to those who qualify.
• 30% travel is expected (international and domestic)
• ISE assignments are not available.
• Visa sponsorship is not available.

What You Will Get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides day one benefits [medical, dental, vision, RX, and 401(k)] along with the potential of an annual bonus.

Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

About Caterpillar:

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 nearly 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.

#LI

Relocation is available for this position.Visa Sponsorship is not available for this position. 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 www.caterpillar.com/careers.

Posting Dates:

October 21, 2024 - November 3, 2024

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

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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