Product Support Manager

Caterpillar Inc.•Irving, TX

3d•$147,760 - $221,640•Onsite

About The Position

Caterpillar’s Cat Technology group is searching for a Product Support Manager to lead and manage Construction Industries (CI) deployment and field support teams for technology products. The role will be a leader withing the CI technology support team and will focus on collaborating, planning, and supporting key customer account teams, marketing field teams and dealers for technology onboarding and execution. The position is suited for individuals that are looking for opportunities for increased leadership, global team collaboration, and exposure to all of Caterpillar’s machine product groups and service parts management teams.

Requirements

Bachelor’s Degree in an accredited Engineering, Marketing, or equivalent focused curriculum or equivalent focused curriculum but candidates with customer service leadership experience will be considered.
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.
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.
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
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.
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.

Nice To Haves

6 Sigma Green Belt experience
Product/customer support, quality, or aftermarket related experience
Experience with telematics, site grading technologies, site network capabilities, site safety systems

Responsibilities

Ensure service excellence through strong customer focus, data‑driven decision making, and effective leadership teams
Establishing effective linkages, partnerships, and best practices with business partners and internal functions.
Developing and analyzing data and information to identify and prioritize opportunities for improving performance and customer experience during operational data gathering for construction technology.
Managing the quality feedback loops to ensure lessons learned on quality defects are communicated back through the primary support channels.