Product Support Manager (Oil & Gas)

Caterpillar•Houston, TX

7d•Onsite

About The Position

The Product Support Manager (Commercial Team Support) provides technical and commercial support to account managers and key customer accounts by serving as a subject matter expert for Caterpillar products, services, and applications. Supports customer discussions, helps resolve technical issues, coordinates internal resources, and works cross-functionally to improve customer satisfaction and business outcomes.

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 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.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Responsibilities

Serve as the primary technical resource for Account Managers and key customer accounts.
Support customer meetings, site visits, and discussions related to product performance, maintenance, reliability, and application requirements.
Coordinate internal resources across engineering, product groups, service, parts, and operations to address customer questions and issues.
Assist Account Managers in developing customer solutions, proposals, recommendations, and technical presentations.
Lead technical problem-solving efforts and help drive timely resolution of customer issues.
Identify product improvement opportunities based on customer feedback and field experience.
Provide guidance on maintenance strategies, repair options, upgrades, and lifecycle support solutions.
Develop and maintain in-depth knowledge of Caterpillar products, services, customer applications, and industry trends.
Support sales growth by identifying aftermarket, service, repair, rebuild, and upgrade opportunities within assigned accounts.
Help ensure customer concerns are communicated internally and appropriate follow-up actions are completed.