Senior Product Support Manager

Caterpillar•Tucson, IL

1d•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. 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. Cat Technology collaborates with partners across the Caterpillar enterprise to advance technologies including autonomy and automation, which helps enhance site safety, productivity and efficiency across customer operations worldwide. Cat Technology also owns enterprise-wide initiatives in innovation, research and development, manufacturing automation and advanced materials, ensuring Caterpillar continues to lead the industry in technological excellence and engineering innovation. Caterpillar’s Cat Technology group is searching for a Senior Product Support Manager (Regional Services) to lead and manage Construction Industries (CI) deployment and field support teams for technology products. The role will be a leader within 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 people 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.
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

Experience in customer service leadership capacity will also be accepted in lieu of a degree.
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 of field service 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 customer onboarding (deployment and training) for construction technology.
Managing the quality feedback loops to ensure lessons learned on quality defects are communicated back through the primary support channels.