Product Support Manager

1 week ago

Peoria, United States Caterpillar Full time
Career Area:
Product Support
Job Description:

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.

Role Summary

The Product Support Manager leads the global product support team for motor graders providing in-depth technical support, problem solving and quality implementation efforts. This role covers the entire construction and mining product line for motor graders including support for past and current products as well as field follow for NPI programs.

What You Will Do
  • Recruiting and developing a high performing global product support team
  • Developing in-depth knowledge of motor grader products and programs
  • Representing the customer and dealer product support voice in NPI and CPI projects.
  • Prioritize and implement product improvements related to customer issues and manage cost impact.
  • Implementing service strategies for a given product to improve its repairability and maintenance.
  • Manage the field follow programs for each NPI program and achieving validation targets
  • Create and implement a vision for the future of motor grader product support
  • Manage and forecast the budget for departmental expense, warranty and field follow
Skills You Will Have

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.
Level: Extensive Experience

Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

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.
Level: Working Knowledge
Utilizes basic data collection and evaluation tools and techniques.

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.
Level: Extensive Experience
Anticipates customers' needs and satisfies them proactively and resolves complex customer complaints or problems.

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.
Level: Working Knowledge
Uses formal and informal means to keep internal and external clients informed on progress and issues.

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.
Level: Extensive Experience
Adapts documents and presentations for the intended audience and communicates well downward, upward, and outward.

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.
Level: Extensive Experience
Uses varying problem-solving approaches and techniques as appropriate.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level: Extensive Experience
Maintains productive, long-term relationships with clients or vendors.

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

Level: Extensive Experience

Coaches others in promoting, defining, analysing, and providing superior technical solutions to business problems.

What Will Put You Ahead
  • Prior leadership experience
  • Product group expertise/understanding
  • Experience working with dealers in a field or product support position
  • Knowledge of the construction and mining industries
  • Autonomy, intellectual curiosity, relationship building with business partners.
Additional Details
  • Preferred Location: Peoria, IL
  • Caterpillar operates in a hybrid work environment, requiring a minimum of 3 days per week of onsite, in office work.
  • Travel: 20%-30%, domestic and international may be required
  • Relocation assistance IS available
  • Sponsorship is NOT offered
Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application - please use the candidate log-in on our career website as it will reflect any updates to your status. #LI #Careers

Employee benefit details:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world. Here you earn more than just an hourly wage because we value your performance, we offer a total rewards package that provides day one benefits (medical, dental, vision, RX, and 401K) along with the potential of a monthly bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

About Caterpillar

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, back

ed by our global dealer network, provide exceptional value that helps customers succeed.

Posting Dates:
September 16, 2024 - September 29, 2024
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Join our Talent Community .

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