MineStar Technical Support Manager - Command for Hauling

Caterpillar Inc.•Peoria, IL

3d•Onsite

About The Position

At Caterpillar, you turn ideas into reality. Whether it’s designing groundbreaking products, delivering best-in-class solutions, or building a long-term career, you can make a real impact here. We are currently seeking a Technical Support Manager to join our Command for Hauling Service Engineering team within the Cat Technology Autonomy and Automation division. As a Technical Support Manager, you have accountability for building and maintaining critical Product Support processes and collaboration with our process partners, go to market teams, dealers, and customers globally. Your team has a significant impact on the agility and productivity of a Service Engineering team that provides 24/7 support to a global fleet of autonomous trucks. Continuous learning and professional growth are key aspects of this role, and specialized training will be provided for the successful applicant to support their development.

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.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
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.
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.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Bachelor’s Degree (Engineering stream) or equivalent technical experience.
Prior Management experience (3+ year)
Product or industry specific knowledge and experience (3+ year)

Nice To Haves

Proven ability to manage a team with a dynamic workload
Experienced coaching capabilities for a team managing first-line technical support for enterprise-level applications.
Strong background in change management, problem management and root cause analysis for complex software and hardware systems with strength in data driven communications and decision making.
Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers.
Ability to work both independently and collaboratively as an integral part of local and global teams in a fast-paced environment.
Self-starter with a proactive mindset, taking initiative to tackle challenges and drive effective solutions forward.
Experience in mining or heavy earthmoving industries is a benefit but not required.
Experience with MineStar or equipment automation is a benefit but is not required.

Responsibilities

Lead, and thoughtfully grow, a uniquely capable team that can fulfill a wide range of responsibilities in support of our internal and external customers
Build strong working relationships with internal teams and dealers to ensure their success.
Participate in regular technical meetings with Dealers, Parts and Supply Chain, Engineering and Component Suppliers on key technology parts and components
Manage product specific Warranty and Goodwill claims globally
Develop and manage Technology Service Publications and Technical Literature to support the autonomous truck fleets
Collaborate with the global Service Engineering teams and other MineStar Product Support Managers to document problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Software and Hardware issues.
Create and report product improvement ideas including functional enhancements and supportability improvements.
Assist your team in the management of New Product Introduction (NPI) projects, Field Inspections and Campaigns and New Build technical assistance.
Support MineStar Product Field Follow Testing and Validation programs globally.
Engage with the team on Product related Incident Investigations as required.
Generate system reports tracking components, parts and warranty performance and insights.