Product Support Manager

Caterpillar•Tucson, AZ

15d•$159,120 - $238,680•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. As a Product Support Manager , you will provide in‑depth technical support and lead problem‑solving and quality‑improvement efforts for all supported products within the NLAM Brazil and Peru Mining region . You will build and maintain strong relationships with business decision‑makers and influence equipment management practices with dealers and customers to enhance the overall customer experience. This role frequently addresses complex, unique issues that require careful analysis, diagnosis, and innovative solutions. The position may require adapting existing approaches or developing new ones. Direct and indirect reports may include Technical Service Representatives, Product Support Analysts, and Marketing Interns. Why This Role Is Exciting: High‑Impact Product Influence: Drive meaningful product improvements that directly enhance machine performance and customer satisfaction. Strategic Technical Leadership: Shape strategy across dealers, customers, and Caterpillar product groups through high-impact technical expertise. Team & Talent Development: Lead and develop a strong product support team while building future talent and ensuring regional readiness for new models. Cross‑Organizational Collaboration: Partner across the organization to improve serviceability, reduce downtime, and strengthen market position. Business & Quality Outcomes: Contribute to major quality and business goals, including cost savings, continuous improvement, and operational excellence.

Requirements

Customer Focus & Relationship Management Demonstrates strong capability in building collaborative partnerships with dealers and customers to enhance equipment management practices. Skilled at capturing and communicating the voice of the customer to influence product improvement priorities. Known for strengthening long‑term relationships that drive customer satisfaction and operational success.
Technical Excellence & Service Excellence Adapt at providing expert technical guidance for complex product issues and leading field execution of product improvements. Demonstrates the ability to mentor teams in applying enterprise product support processes and delivering high‑quality service. Consistently develops service strategies that improve repairability, maintenance efficiency, and product reliability.
Consulting & Strategic Advisory Recognized for offering strategic, data‑driven guidance to dealer and customer operations to optimize equipment performance. Demonstrates the ability to influence decision‑makers through clear insights and operational recommendations. Skilled at aligning regional needs with enterprise product support programs to improve product health and customer outcomes.
Data Gathering & Analysis Experienced in collecting and synthesizing technical and operational data to support issue resolution and product improvement. Demonstrates strong analytical skills using structured methodologies to identify trends and assess product performance. Able to translate data insights into actionable recommendations that reduce downtime and enhance customer experience.
Problem Solving Known for leading resolution efforts on complex product issues requiring advanced diagnostic approaches. Demonstrates the ability to prioritize and implement corrective actions based on customer impact and cost considerations. Skilled at adapting or creating processes to address evolving field challenges.
Effective Communication Proven ability to adapt communication styles to influence and inform stakeholders across all organizational levels. Demonstrates clarity in delivering technical guidance and ensuring alignment among internal teams, dealers, and customers. Skilled at facilitating collaboration that accelerates issue resolution and supports product improvement initiatives.
Leadership & Talent Development Experienced in leading and mentoring product support teams to foster a culture of continuous improvement and customer focus. Demonstrates the ability to set priorities, establish work plans, and guide team members in their professional development. Skilled at identifying, recruiting, and developing future product support talent.
Product Support & Field Operations Well‑versed in managing regional responsibilities for new model introductions and ensuring successful deployment into the field. Demonstrates strong capability in supporting warranty and risk management activities while balancing customer needs and organizational policies. Skilled at driving product reliability, serviceability, and market positioning through effective support strategies.

Nice To Haves

Proficiency in Spanish or Portuguese
Bachelor’s degree or equivalent experience
10 years of field representative experience in mining with strong understanding of machine applications
Experience with mining management and procurement processes
Experience working with dealers and end users of mining equipment
Knowledge of company products, product applications, and/or warranty practices and procedures
Strong interpersonal and communication skills to influence and resolve issues across diverse teams
Proven ability to work independently and set priorities for yourself and your team
Understanding of company policies and procedures related to marketing, distribution, engineering, and quality, along with strong knowledge of dealer operations

Responsibilities

Dealer & Customer Support: Partner with regional dealers to reduce product health impacts, improve uptime, and elevate the customer experience.
Service Strategy & Maintenance Optimization: Deploy service strategies that enhance repairability, maintenance efficiency, and long‑term product supportability.
Cross‑Functional Collaboration: Communicate customer needs and issue priorities across stakeholders and collaborate with product groups to deliver local support programs.
Risk, Warranty & Business Impact: Support risk and warranty management while contributing to future machine sales, market position, and overall business performance.
Team Leadership & Talent Development: Lead, mentor, and develop a team of product support professionals, supporting recruitment and talent growth.
New Model Introduction & Consulting: Manage regional responsibilities for new model introductions and provide strategic consulting on equipment management practices.
Product Improvement Leadership: Lead the development and execution of standard work for field product improvements, prioritizing enhancements based on customer feedback, performance data, and cost impact.