Product Support Manager - Oil and Gas

Caterpillar Inc.•Houston, TX

1d•Onsite

About The Position

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. About Caterpillar Oil & Gas and Marine: Caterpillar’s Oil and Gas division provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you join a global team that helps to power the global energy industry as well as provide power and propulsion on the water. About the Role: The Product Support Manager provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services. Additional Information: Travel: Up to 20% travel required Relocation is not available for this position Sponsorship is not available for this position This role is based out of Houston, TX

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.
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.

Nice To Haves

Experience in the oil and gas industry
Experience with direct sales

Responsibilities

Determining service level standards for customer service requests for product lines
Answering technical questions for complex issues and procedures or to handle technical problems with customers' products
Prioritize and implement product improvements related to customer issues and manage cost impact
Implementing service strategies for a given product to improve its repairability and maintenance
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department