Product Support Manager - Cloud Services and Tool Development

Caterpillar•Tucson, AZ

1d•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. Do you want to be part of a great team that manages exciting new technologies and promotes growth in cloud services like Amazon Web Service (AWS) and Microsoft Azure? Caterpillar’s Advanced Mining Technologies division is currently seeking a Product Support Manager to support and improve MineStar Cloud applications. This role will be accountable for strong collaboration with our process partners, third-party vendors, go-to-market teams, dealers, and customers to drive a sense of urgency to address application or performance issues to deliver target uptime and customer satisfaction. You will develop and administer a worldwide application support strategy, manage financials and forecasts, and provide global technical support to maximize the performance of cloud services enabling MineStar Solutions. Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

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.
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 behaviors.
Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
IT Service Change Management: Knowledge of IT service change management; ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations.
IT Service Improvement: Knowledge of IT service improvement; ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.

Nice To Haves

Experience in application support, application development, and/or cloud technologies.
Prior leadership experience.
Cloud experience or certifications (AWS, Azure).
Familiar with Caterpillar dealer network and large mining companies’ operations.
Excellent human relations and communications skills to develop a cooperative work relationship with others inside and outside the department.

Responsibilities

Lead product support operations for enterprise applications across Azure, AWS and other cloud environments that deliver solutions to Caterpillar dealers and customers around the world.
Lead and mentor a cross-functional team of support engineers, data scientists and application developers driving operational excellence, accountability, and continuous improvement.
Ensure applications adhere to corporate data privacy and cyber security policies and controls.
Oversee incident management, root cause analysis, and problem resolution, reducing recurring issues and improving system stability.
Coordinate and support major system releases and cutovers, ensuring minimal customer impact and smooth transitions.
Develop and maintain standard operating procedures (SOPs) and knowledge documentation to improve team efficiency and onboarding.
Partner with third-party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.