Aftermarket Account Manager

Caterpillar Inc.•Griffin, GA

1d•$147,760 - $221,640•Onsite

About The Position

Caterpillar’s Electric Power Division provides integrated solutions, parts, and services for commercial and industrial electric power customers, including data centers and other critical infrastructure. The Data Center Key Accounts Customer Support Team delivers end-to-end support for strategic and managed data center accounts across Aftersales, Quality & Reliability, Support Operations & Aftermarket, and Commissioning Support. The Aftermarket Account Manager owns the post-delivery relationship and leads the aftersales strategy for assigned accounts, focusing on reliability, uptime, and customer satisfaction. The role leads critical customer issues by coordinating Caterpillar, dealer, and customer resources from containment through resolution. It also develops account-specific support strategies, drives service campaigns and dealer execution, identifies lifecycle risks and improvement opportunities, and builds product-support capabilities that strengthen customer and dealer performance. The role is based in Irving, Texas; Alpharetta or Griffin, Georgia; or Lafayette, Indiana. It requires working onsite in the office five days a week and travel of up to 40%. Domestic relocation assistance is available. Visa sponsorship is not offered.

Requirements

Extensive experience and knowledge of customer focus, including applying customer needs and satisfaction considerations to business decisions and creating customized customer solutions.
Extensive experience and knowledge of decision-making processes and tools, with the ability to analyze situations and make productive, informed decisions.
Extensive experience and understanding of effective communication concepts and techniques, with the ability to transmit, receive, and accurately interpret information and needs.
Extensive experience and knowledge of negotiation concepts and techniques, with the ability to negotiate constructively across the organization and with external vendors and clients.
Extensive experience and knowledge of relationship-management techniques and the ability to establish and maintain effective working relationships with clients, vendors, and peers.
Extensive experience and knowledge of account management and the ability to manage day-to-day services and support for existing clients.
Ability to work onsite in an office five days a week.
Ability to travel up to 40%.

Nice To Haves

Bachelor’s degree in engineering.
Knowledge of Caterpillar systems.
Understanding of Cat dealer operations.

Responsibilities

Own the post-delivery customer relationship and aftersales experience.
Develop and execute account-specific aftersales strategies and support plans.
Serve as the primary escalation point, leading critical issue containment and resolution to protect customer uptime.
Drive account playbooks, service campaigns, and cross-functional resolution actions.
Direct dealer product-support execution and drive capability and continuous-improvement plans.
Proactively identify lifecycle-support risks and opportunities to improve reliability, uptime, and customer satisfaction.
Coordinate internal, dealer, and customer resources to provide end-to-end support for assigned accounts.