Manager Product Support

Caterpillar Inc.•Decatur, IL

3d•$147,760 - $221,640•Onsite

About The Position

As the Manager of Product Support for Off-Highway Trucks (OHT), you will lead a high-performing team based in Decatur, Illinois, focused on delivering world-class product quality, reliability, and customer support across Caterpillar's Off-Highway Truck portfolio. Reporting to the Senior Manager of Product Support, this role provides technical leadership throughout the product lifecycle, driving quality improvement, defect reduction, and continuous product improvement (CPI) initiatives that ensure customers receive defect-free machines that maximize reliability, availability, and uptime. In this highly visible leadership position, you will collaborate closely with manufacturing, engineering, New Product Introduction (NPI), New Source Introduction (NSI), and Advanced Product Quality/Production (APU) teams, while partnering with regional product support organizations, Caterpillar dealers, and customers across North America and Europe. You will lead complex technical problem-solving and root cause investigations, champion corrective and preventive actions, and drive initiatives that improve build quality, manufacturing execution, and product performance. The impact of this role extends from the factory floor to customer operations, reducing defects before machines reach customers, accelerating product improvements, lowering warranty and repair costs, and strengthening Caterpillar's commitment to delivering an exceptional customer experience.

Requirements

Customer Focus: Builds strong customer relationships by understanding customer needs, aligning solutions to expectations, and continuously improving satisfaction through feedback and engagement.
Service Excellence: Delivers responsive, high-quality service by addressing customer needs, resolving issues efficiently, and exceeding expectations.
Consulting: Provides professional business or technical guidance by defining client objectives, managing project scope, and delivering value-driven solutions.
Problem Solving: Identifies, analyzes, and resolves complex challenges by evaluating information, considering stakeholder perspectives, and recommending effective solutions.
Relationship Management: Establishes and maintains productive, long-term partnerships with clients, vendors, and colleagues to achieve shared business objectives.
Technical Excellence: Applies deep technical expertise to solve complex challenges, develop effective solutions, and mentor others to enhance organizational capability.

Nice To Haves

Bachelor's degree in Engineering, Engineering Technology, Mechanical Engineering, Electrical Engineering, Manufacturing Engineering, or related technical discipline.
Experience supporting heavy equipment, industrial machinery, engines, power systems, mining equipment, construction equipment, or related products.
Experience with warranty analytics, quality systems, and field service operations.
Knowledge of Lean Manufacturing, Six Sigma, and Continuous Improvement methodologies.
Experience leading cross-functional technical teams.
Knowledge of aftermarket support operations and dealer networks.
Project management experience.
Experience using data visualization and analytics tools.

Responsibilities

Lead the Decatur Off-Highway Truck Product Support team in delivering technical leadership and product support throughout the product lifecycle, ensuring world-class quality, reliability, and customer satisfaction.
Drive product quality and reliability initiatives for Decatur-built machines through data-driven defect reduction strategies and continuous product improvement (CPI) programs.
Lead complex technical problem-solving efforts, root cause investigations, and cross-functional corrective action implementation to resolve product and manufacturing issues.
Develop and execute initiatives that improve DPU (Defects Per Unit) performance at 0, 2, and 12 MIS checkpoints, supporting Caterpillar's goal of delivering defect-free machines to customers.
Represent Product Support in New Product Introduction (NPI), New Source Introduction (NSI), and Advanced Product Quality/Production (APU) reviews, ensuring quality requirements, action items, and product improvements are effectively executed.
Partner with manufacturing, engineering, supply chain, and value chain teams to identify opportunities to enhance build quality, improve manufacturing execution, and drive operational excellence.
Collaborate with regional product support teams, Caterpillar dealers, and customers across North America and Europe to diagnose field issues, improve machine performance, and enhance customer outcomes.
Accelerate the implementation of product improvements and preventive actions that increase machine availability, reliability, and uptime while reducing warranty and repair costs.
Establish performance standards, quality metrics, and accountability processes that support continuous improvement and a culture focused on delivering a defect-free customer experience.
Coach and develop a team of technical professionals, fostering collaboration, innovation, customer focus, and continuous learning across the organization.