Product Support Manager

Caterpillar•Midland, TX

6d•Onsite

About The Position

Caterpillar is seeking a Product Support Manager for its Oil & Gas and Marine Division, located in Midland, Texas. The role provides in-depth technical support and leads problem-solving and quality implementation efforts for supported products and services. The position is onsite five days a week, with frequent day trips within the territory and overnight travel up to 20% of the time. A company car can be provided as needed. Relocation assistance and visa sponsorship are not available.

Requirements

Knowledge of customer focus and the ability to use customer needs and satisfaction to create customized solutions.
Knowledge of customer service concepts and techniques, with the ability to meet or exceed customer expectations.
Knowledge of consulting techniques, roles, and responsibilities and the ability to provide technical or business guidance to internal and external clients.
Knowledge of problem-solving approaches and tools, with the ability to recognize, anticipate, and resolve organizational, operational, or process problems.
Knowledge of relationship management techniques and the ability to establish and maintain healthy relationships with clients, vendors, and peers.
Knowledge of relevant technologies and application methods, with the ability to develop 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, including the 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.
Proven 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 and manage their cost impact.
Implement product service strategies to improve repairability and maintenance.
Develop in-depth knowledge of organizational products and programs and the capabilities of department team members.