Aftermarket Account Manager

Caterpillar•Lafayette, IN

4d•Onsite

About The Position

Caterpillar's Electric Power Division is seeking an Aftermarket Account Manager to support strategic and managed data center accounts. The role is part of the Data Center Key Accounts Customer Support Team, which provides end-to-end support across aftersales, quality and reliability, support operations and aftermarket, and commissioning support. The position owns the post-delivery customer relationship and leads aftersales strategy for assigned accounts, with an emphasis on reliability, uptime, and customer satisfaction. The Account Manager works across Caterpillar, dealers, and customers to provide clear ownership, consistent execution, and proactive lifecycle support. The role leads critical customer issues from containment through resolution, drives account-specific support strategies and dealer execution, and develops product-support capabilities that improve customer and dealer performance. The role is based in the office five days per week in Irving, Texas; Alpharetta or Griffin, Georgia; or Lafayette, Indiana, and requires up to 40% travel.

Requirements

Extensive experience and knowledge of customer-focused practices, and the ability to use customer needs and satisfaction to create customized solutions.
Extensive experience and knowledge of decision-making processes and tools, with the ability to analyze situations and make informed, productive decisions.
Extensive experience and understanding of effective communication concepts and techniques, including accurately transmitting, receiving, and interpreting ideas, information, and needs.
Extensive experience and knowledge of negotiation concepts and techniques, with the ability to negotiate constructively and collaboratively across the organization and with external vendors and clients.
Extensive experience and knowledge of relationship-management techniques and the ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Extensive experience and knowledge of account management, including managing day-to-day activities and providing services and support to existing clients.
Ability to work onsite five days per 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 and lead 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.