Manager Product Support, Condition Monitoring

Caterpillar Inc.•Peoria, IL

7d•$147,760 - $221,640•Onsite

About The Position

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. We are seeking a highly skilled and experienced professional to join the Fleet Monitoring Center team as a Product Support Manager over Condition Monitoring, working within Caterpillar’s Customer Solutions Core Regions Division. This leadership role is ideal for someone with a strong background in mining, construction, or waste handling equipment—whether through fleet management, engineering, or equipment support—and who is ready to guide a team of specialists in delivering exceptional machine health insights. As a Condition Monitoring Supervisor, you will oversee a team of advisors responsible for analyzing equipment data and delivering actionable recommendations to customers and dealers. Your focus will be on strategic leadership, team development, and customer engagement. You’ll ensure your team has the tools, training, and support they need to succeed, and you’ll serve as a point of escalation for complex issues. This is a customer-facing leadership role where your ability to build relationships, drive performance, and foster collaboration will directly impact machine availability, reduce total cost of ownership (TCO), and minimize unplanned downtime. About Customer Solutions Core Regions Division The Customer Solutions Core Regions Division is committed to solving customer challenges that extend beyond purchasing machines and parts. This team, alongside dealers, will engage more closely with customers, to create, customize and adapt solutions to meet their needs by leveraging the extensive range of offerings available today across products and services, digital and technology, rental and used, and financing. The division will be regionally on the unique needs of customers in core regions, focused on Americas North, Europe, Japan, Australia and New Zealand.

Requirements

Technical Excellence: Solid understanding of Caterpillar equipment and condition monitoring elements (SOS fluid analysis, Product Link & VIMS alerts, inspections, backlog, site conditions).
Customer Focus: Demonstrated ability to build trust and deliver value in customer-facing roles. Skilled at aligning team efforts with customer needs and expectations.
Data Gathering & Analysis: Strong decision-making skills with the ability to interpret complex data and guide team recommendations.
Effective Communications: Excellent verbal and written communication skills. Comfortable presenting to stakeholders and facilitating cross-functional collaboration.

Nice To Haves

Proven experience managing technical teams in product support, reliability engineering, or fleet management.
Strong people leadership and coaching skills.
Working knowledge of Product Link™, VisionLink, VIMS, inspection processes, equipment lifecycle planning, S•O•S Services, and the Service Information System (SIS).
Prior experience with customer account management and Cat Foresight Condition Monitoring suite.
Passion for developing talent, improving processes, and driving operational excellence.

Responsibilities

Team Leadership & Development: Lead, mentor, and support a team of Condition Monitoring Advisors. Provide guidance, coaching, and performance feedback to ensure high-quality service delivery.
Strategic Oversight: Oversee the execution of condition monitoring activities across multiple customer fleets. Ensure consistency, accuracy, and alignment with customer goals.
Customer & Dealer Engagement: Represent the condition monitoring team in meetings with customers, dealers, and internal stakeholders. Align on fleet performance strategies and action plans.
Training & Support: Serve as a subject matter expert and escalation point for complex equipment issues. Provide training and support to team members as needed.
Reporting & Communication: Review and approve monthly health reports and customer updates. Ensure insights are clear, actionable, and aligned with business objectives.
Process Improvement: Identify opportunities to improve workflows, tools, and team efficiency. Collaborate with internal teams to implement best practices and drive innovation.