Manager, Product Support Operations (Repair Shop)

Caterpillar•Peoria, IL

12h•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. Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you’re joining a global team who care not just about the work we do – but also about each other. We are the makers, problem solvers and future work 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. Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar. In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world. We touch nearly every element of the services value stream. PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics and Global Services supporting Caterpillar dealers and customers. Our teams work together in critical areas that leverage digital capabilities, technology and operational excellence. Caterpillar’s Product Support & Logistics Division (PSLD) is hiring a Manager Support Operations (Repair & Rebuild) in Global Dealer Service Operations within Global Service. In this role, you will manage the team who are responsible for supporting dealers’ capabilities to effectively perform repairs and rebuilds.  The team will support the distribution network to achieve increased dealer throughput of critical repair functions & improve the efficiency and quality of component rebuilds while helping dealers realize the Total Cost of Ownership (TCO) potential of Caterpillar equipment. As a Manager, Product Support Operations (Repair Shop), you will manage planning, execution and control of operations projects; and provide improvement services to internal and external business partners to deliver high quality, velocity, cost to serve, and safety.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Four-year degree or equivalent job-related experience
5+ years of professional level experience.
Previous dealer facing product support experience.
Experience with rebuilding & refurbishment of heavy equipment
Experience and demonstrated knowledge of Caterpillar products and industry trends
High level of interpersonal and communication skills
Demonstrated ability to lead and positively influence across a matrix organization

Responsibilities

Collaborate with Industries on services growth plans to ensure dealer shop and field service capabilities are in place.
Develop and enhance current and future dealer repair / rebuilds on a global basis.
Support functions such as Reuse & Salvage, CRC, Service Tooling, Service Data, Service Engineering, Condition Monitoring, Standard Work and other dealer repair and rebuild support initiatives.
Support dealers in operational excellence.
Ensure the best offering by leveraging efficiencies and alignment of product offerings.
Ensure safety in all operations processes.
Lead a team of seven management personnel that include: -Dealer Machine Rebuild PQVC improvements -Shop & Field Repairs -Certified Rebuild service operations -Facility Planning -Serviceability support for NPI -Contamination Control -6Sigma Project Leadership