Manager Customer Service

Caterpillar•Alpharetta, GA

About The Position

The Manager Customer Service directs customer service and technical field support programs for Caterpillar Electric Power products. The role oversees support covering installation, commissioning, troubleshooting, maintenance, repair, and customized service solutions. It builds strategic service relationships with internal and external customers, leads service operations teams, develops organizational capability, and serves as an escalation point for complex customer, technical, and operational issues. The manager partners across functions to ensure service readiness, operational excellence, and strong customer experiences. The position creates and manages customer and field service infrastructure, develops workforce readiness and technical training, and leads customer service professionals and technical teams. It plans and manages service operations through budgets, schedules, resource allocation, and performance measures; develops and prices service offerings; negotiates service agreements and technical support contracts; and uses customer and operational data to improve performance. It also establishes service standards, resolves escalations, collaborates across service, engineering, product support, sales, and operations, and promotes continuous improvement in safety, quality, responsiveness, and efficiency. This role is part of Caterpillar’s Electric Power Division, which provides power-generation products, services, and support for customers and critical applications worldwide. The position is located in Alpharetta, Georgia, and may require up to 25% travel. Visa sponsorship is not available.

Requirements

Extensive experience in customer focus, including developing customer-focused solutions, anticipating customer needs, and championing customer focus across an organization.
Working knowledge of data gathering and analysis, including oversight of customer and operational data collection, validation, and analysis.
Working knowledge of service excellence and the ability to lead teams, resolve complex customer issues, and improve customer experience and service quality.
Working knowledge of consulting, including providing technical and business guidance and defining customer expectations, deliverables, and project scope.
Working knowledge of effective communications with customers, dealers, leadership, and team members.
Working knowledge of relationship management with customers, dealers, suppliers, and internal partners.
Ability to lead customer service and technical teams and manage service operations, budgets, schedules, resources, and performance metrics.
Ability to negotiate customer and dealer service agreements and technical support contracts.
Ability to travel up to 25%.
Must successfully complete a drug screen as a condition of employment.

Responsibilities

Create and manage customer service and field service infrastructure and maintain organizational readiness through workforce development and technical training.
Direct, motivate, coach, and develop customer service professionals and technical teams while fostering a culture consistent with Caterpillar values.
Develop work plans, budgets, schedules, resource allocation strategies, and performance metrics for service operations and personnel.
Design, price, and manage service programs and support offerings to meet customer requirements and financial and operational objectives.
Negotiate customized service agreements and technical support contracts with customers and dealers.
Build partnerships with customers, dealers, and internal stakeholders to improve satisfaction, loyalty, and business growth.
Lead resolution of complex customer concerns, technical issues, and service escalations.
Use customer, operational, and business data to guide decisions, performance improvements, and strategic planning.
Establish and monitor service excellence standards and consistent delivery of high-quality customer experiences.
Facilitate collaboration among service, engineering, product support, sales, and operations teams.
Promote continuous improvement focused on safety, quality, responsiveness, and operational efficiency.
Provide customer-focused solutions, develop customer relationships, anticipate needs, and use satisfaction feedback to drive improvement.
Oversee collection, validation, and analysis of customer and operational data and promote data-driven decision-making.
Guide customers, dealers, and internal stakeholders on technical and business service solutions.
Communicate recommendations and updates effectively to customers, dealers, leadership, and teams, adapting to technical and non-technical audiences.
Build and sustain relationships with customers, dealers, suppliers, and internal partners, addressing concerns proactively.