Product Support Manager

Caterpillar Inc.•Midland, TX

7d•$128,470 - $192,710•Onsite

About The Position

The Product Support Manager provides in-depth technical support and leads problem-solving and quality implementation efforts for supported products and services. The position is based in Midland, Texas, and requires onsite work five days a week. Frequent day trips within the territory are required, with overnight travel up to 20% of the time. A company car can be provided as needed. Relocation and visa sponsorship are not available. Caterpillar Oil & Gas and Marine delivers engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, spare-parts prototyping, asset management, operations and maintenance, and field engineering services. The division supports the global energy industry and provides power and propulsion on the water.

Requirements

Knowledge of customer-focused values and practices, and ability to use customer needs and satisfaction to create customized solutions.
Knowledge of customer service concepts and techniques and ability to meet or exceed customer expectations.
Knowledge of consulting techniques, roles, and responsibilities, with ability to provide appropriate technical or business guidance to internal and external clients.
Knowledge of problem-solving approaches and tools, with ability to recognize, anticipate, and resolve organizational, operational, or process problems across varied situations.
Knowledge of relationship-management techniques and ability to establish and maintain healthy relationships with clients, vendors, and peers.
Knowledge of relevant technology and applications, with ability to develop and provide solutions to significant technical challenges.

Nice To Haves

Leadership experience managing fleet managers, field service teams, project managers, or similar customer-facing oil and gas teams.
Strong knowledge of frac fleet and service operations, including pad layouts, flow equipment, bills of materials, loadouts, rig-up planning, and field execution.
Experience overseeing customer service contracts and ensuring equipment, resources, and teams are prepared to meet customer commitments.
Strong customer-facing skills and ability to manage technical questions, operational issues, and escalations.
Experience coordinating with Operations and Finance on equipment requirements, bills of materials, billing, and other commercial needs.
Ability to lead, develop, and hold employees accountable while overseeing multiple customer projects or fleet activities.
Experience building and scaling teams or operations in a high-growth environment.

Responsibilities

Determine service-level standards for customer service requests across product lines.
Answer technical questions about complex issues and procedures and address technical problems with customers' products.
Prioritize and implement product improvements related to customer issues while managing cost impact.
Implement service strategies for products to improve repairability and maintenance.
Develop in-depth knowledge of organizational products and programs and the capabilities of department team members.