Manager Product Support

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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.

IT IS YOUR TIME!

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.

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

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About Caterpillar Electric Power Division

Caterpillar's Electric Power Division (EPD) delivers integrated power solutions, parts, and services that help customers operate reliably in some of the world's most demanding environments. Our products support critical applications including hospitals, data centers, municipalities, mining operations, industrial facilities, rental power fleets, and emergency response infrastructure.
For more than 95 years, Caterpillar has helped customers generate, manage, and protect power around the world. Today, we continue that legacy by delivering reliable, sustainable, and customer-focused energy solutions that maximize uptime and business continuity.
Join our team and help build a better, more sustainable world.

Job Summary
As the Latin America Electric Power Product Support Manager, you will lead a team of Electric Power Technical Representatives responsible for delivering world-class product support across Caterpillar's Large Electric Power, Retail Electric Power, and Rental Power businesses.

You will be accountable for the regional execution of Electric Power's customer uptime strategy by driving excellence in Product Problem Management, service recovery, dealer capability development, New Product Introduction (NPI) readiness, New Market Introduction (NMI) readiness, and product support operations.

In this role, you will serve as the primary liaison between Caterpillar dealers, customers, product groups, engineering teams, and commercial organizations to ensure customer issues are resolved effectively, dealer capabilities continue to mature, and market feedback is translated into product and service improvements.

This role provides leadership for Latin America's Electric Power Product Support organization, driving execution through a team of Technical Representatives while establishing the operating rhythms, processes, and stakeholder relationships necessary to deliver exceptional customer outcomes.

Success in this position requires strong customer focus, exceptional leadership skills, and the ability to influence cross-functional teams while driving consistent execution of Caterpillar's global Electric Power Product Support strategy.

What You Will Do

Lead Customer Uptime and Product Problem Management
-Lead regional execution of Caterpillar's Product Problem Management (PPM) process, ensuring timely identification, escalation, containment, investigation, and resolution of customer-impacting issues.
-Provide governance and leadership for the region's Top Commercial Issues, ensuring issues are appropriately prioritized, tracked, and communicated across stakeholders.
-Drive accountability for Interim Containment Actions (ICA), ensuring customer-impacting issues have effective mitigation plans in place while permanent corrective actions are developed.
-Lead complex customer escalations, major service recovery events, and high-impact commercial issues to protect customer uptime and customer confidence.
-Partner with engineering, product groups, and dealer organizations to accelerate issue resolution and improve product reliability.
-Ensure consistent execution and adoption of standardized product support processes across the Latin America region.
Develop Dealer Capability and Product Support Readiness
-Establish and execute regional strategies to improve dealer technical capability, service readiness, troubleshooting effectiveness, and product support performance.
-Ensure dealers possess the capability and capacity required to support diesel generator sets, natural gas generator sets, electrical distribution equipment, and associated power system applications.
-Drive dealer capability assessments, development plans, and performance reviews to improve service execution and customer support outcomes.
-Partner with dealer leadership teams to strengthen technical expertise, service processes, and customer support capabilities.
Support dealer adoption of Caterpillar product support systems, tools, and best practices.
Lead New Product Introduction (NPI) and New Market Introduction (NMI) Readiness
-Provide leadership and governance for regional NPI readiness activities to ensure successful deployment of new products and technologies.
-Support Technical Representatives in executing NPI service readiness assessments, dealer readiness plans, launch support activities, and early population monitoring.
-Lead regional NMI planning and execution activities to ensure dealers, customers, and Caterpillar teams are prepared to support new applications, technologies, and market opportunities.
-Ensure service infrastructure, technical capabilities, training programs, and product support resources are aligned to support successful NMI execution.
Coordinate cross-functional readiness reviews and risk mitigation plans to improve launch success.
Build Strong Product Group and Engineering Relationships
-Serve as the primary regional product support interface between Electric Power Product Groups, Engineering, Product Support, and dealer organizations.
-Drive alignment on emerging product issues, field performance trends, reliability concerns, and customer experience priorities.
-Ensure Voice of Customer and Voice of Dealer feedback is effectively incorporated into product improvement initiatives, design enhancements, and future product development programs.
-Facilitate collaboration between regional and global stakeholders to support strategic business objectives and improve customer outcomes.
Lead and Develop a High-Performing Product Support Team
-Provide leadership, coaching, mentoring, and development for a team of Electric Power Technical Representatives across Latin America.
-Establish clear performance expectations aligned to customer uptime, product problem management, dealer capability development, and readiness objectives.
-Foster a culture of accountability, collaboration, customer focus, and continuous improvement.
-Drive consistency in execution, workload prioritization, escalation management, communication, and decision-making across the region.
-Develop succession plans and talent pipelines to ensure future organizational capability and growth.

What You Have - Skills
Customer Focus
-Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and the ability to leverage that information to create customer-focused solutions.
Service Excellence
-Knowledge of customer service concepts and techniques; ability to consistently meet or exceed customer expectations while delivering exceptional support experiences.
Leadership
-Ability to lead teams through influence and accountability, develop talent, establish clear priorities, and drive execution aligned to business objectives.
Strategic Thinking
-Ability to translate business objectives into executable plans, operating processes, and measurable outcomes.
Decision Making and Critical Thinking
-Knowledge of decision-making processes and associated tools and techniques; ability to evaluate complex situations and make sound business decisions.

Effective Communications
-Ability to communicate clearly and effectively with customers, dealers, technical teams, product groups, and senior leaders.

Relationship Management
-Knowledge of relationship management techniques; ability to establish and maintain strong partnerships with dealers, customers, and internal stakeholders.

Basic Qualifications
Bachelor's Degree and/or equivalent industry experience.
Experience supporting Caterpillar products, dealers, or customers.
Experience in product support, engineering, service operations, commercial operations, or aftermarket support.
Strong understanding of customer service and dealer operations.

Top Candidates Will Also Have
-Degree in an accredited Engineering curriculum.
-Experience with Electric Power products, power generation systems, and power system applications.
-Demonstrated leadership experience leading technical, product support, service, engineering, or cross-functional teams, with a proven ability to drive accountability, develop talent, and deliver business results.
-Experience leading geographically dispersed teams across multiple countries, cultures, and business environments.
-Experience leading product support, technical support, or field service organizations..
-Experience working with Caterpillar dealers and territory-based support organizations.
-Strong understanding of diesel and natural gas engine applications.
-Ability to work effectively across global and regional organizations.
-Experience influencing senior leaders, product groups, engineering organizations, dealers, and commercial teams to achieve customer and business outcomes.

Additional Information
Travel required up to 50%.

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Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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