Product Support Manager

Career Area:

Marketing / Sales / Product Support

:

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.

When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don't just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer's needs. Join us.

Description

Develop, implement, and manage product support strategies and processes as it relates to a portfolio of site productivity technologies including CAT Grade, CAT Command, VisionLink Productivity and others. Manage Caterpillar Inc. business risk as it relates to all elements of support commercial activity with the products. Lead a team of both technical and field support reps.

Job Duties

Develop, implement, and maintain effective product support processes between Caterpillar, dealers and customers. Establish and maintain high-level relationships with business decision makers. Influence product support practices at the account and dealer level to minimize Caterpillar and dealer liabilities. Positions reporting directly or indirectly to this position include Technical Consultants, Field Customer Service Representatives, Applications Engineer, and Service Engineers. Develop, prioritize, and implement strategies to address customer needs as well as ensuring dealer servicing and support practices align with the strategy.

This position acts as a senior consultant to dealer and customer operations managers as well as executive management advising on strategic direction for product support activities. Consulting with GCI, dealers and districts on parts sales and service support requirement for assigned products. Direct Caterpillar and dealer activities to assure product health to maintain and enhance PINS growth and reduce the impact of product health issues for all parties. Consult on machine application practices, as they relate to technology and direct Caterpillar, dealer, customer initiatives such that application practices are tailored to maximize project viability. Review and provide input to operation controls and business practices / procedures to ensure Caterpillar liabilities and exposure are measured and managed.

The position provides leadership to a work unit of primarily management/professional employees where monitoring and reviewing work of team members is required as well as training, developing, and mentoring. The position is responsible for managing account related personnel issues and providing input to performance evaluation of subordinates.

Must have the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Good human relations skills are required to develop a collaborative/cooperative work relationship with others inside and outside the business unit. Must have the ability to work and set priorities for self and for the work team without day-to-day direct supervision.

Internal customers include various contacts in a portion of Caterpillar worldwide operations. External contacts include various Caterpillar dealers and customers who purchase services offered by Caterpillar and supply services to customers. The position often confronts complex issues or problems which require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches. The incumbent may modify existing approaches or develop new solutions. The incumbent sets priorities and establishes a work plan to complete broadly defined assignments and achieve desired results.

Employee may also be responsible for performing other job duties occasionally as assigned.

Basic Qualifications

• The position requires a college or university degree or equivalent experience.
• In addition, 10 years of progressively responsible job-related experience in Product Support is required
• The position requires thorough knowledge of company products and product applications, merchandising programs, and/or warranty practices and procedures.
• Broad company knowledge and a strong understanding of dealer operations are also required.

Top Candidates will also have

• Excellent interpersonal skills are required to deal with sensitive issues, develop others, or persuade others inside and outside the business unit and Caterpillar to take specific actions.
• Have experience with CAT Grade technologies.

Additional Information

The primary location of this position is in Peoria, IL, but other US locations such as Tucson, AZ, Clayton, NC, Dallas, TX or other areas may be considered. Cat manufacturing facilities in the EU, such as Peterlee, Grenoble, Dortmund, Leicester etc. will also be considered.

Relocation assistance is not available for this position. Any relocation costs incurred would be the responsibility of the selected candidate.

This position may require up to 25% travel.

Visa sponsorship is available for this position.

Employee benefit details

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 benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus.

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

Final details

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

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

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