Product Support Manager

1 week ago

Decatur, 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.

It's More Than a Job, it's a Career - YouTube

Job Summary:

At Caterpillar's Decatur, IL facility, we manufacture and assemble Mining and Construction equipment. As a Product Support Manager, you will report to the Wheel Tractor Scraper (WTS) Product Value Stream Manager, and be primarily responsible to provide in-depth technical support and lead problem solving and quality implementation efforts for the WTS product line. As a member of the Product Support team, you will need to have a growth mindset, promote continuous improvement, and help build a defect-free culture. We have a fabulous team that does some of the most exciting work at Caterpillar, and we can't wait for you to join the team

What you will do:
  • Set challenging performance goals and provide daily leadership to staff of 5 to 7 employees who are actively engaged in delivering customer uptime
  • Reporting to the incumbent are product service engineers, aftermarket consultants, and CPI (Continuous Product Improvement) black belts.
  • Determine service level standards for customer service requests for WTS.
  • Provide guidance and answer technical questions for complex issues and procedures or handle technical problems with customers' products.
  • Prioritize and implement product improvements related to customer issues and manage cost impact.
  • Implement service strategies to improve repairability and maintenance.
  • Develop in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
  • Lead a small portfolio of CPI projects from development to resolution.
What 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.
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.
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.
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.
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.
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.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Top Candidates will also have:
  • Proven leadership experience in a Caterpillar product support or service team
  • Excellent communication skills (written, oral and presentation)
  • Proven ability to engage a team and skills for effective collaboration with various internal and external partners
  • Self-starting individual with high motivation to produce a high-quality product
  • Strong ability to apply engineering principles to quickly solve complex technical problems
  • Results oriented person with flexibility to accommodate a fast paced and everchanging environment
Additional Information:

The primary location for this position is Decatur, IL.

Domestic relocation assistance is available.

This position may require 25% travel.

Sponsorship is not available.

What you will get:

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 wage, because we value your performance, we offer a total rewards package that provides:
  • Competitive Base Salary
  • Annual incentive bonus plan*
  • Medical, dental, and vision coverage
  • Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
  • 401k savings plan
  • Health savings account (HSA)
  • Flexible spending accounts (FSAs)
  • Short and long-term disability coverage
  • Life Insurance
  • Paid parental leave
  • Healthy Lifestyle Programs
  • Employee Assistance Programs
  • Voluntary Benefits (Ex. Accident, Identity Theft Protection)


*Subject to annual eligibility and incentive plan guidelines.

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.

For more information, visit caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media

#LI

Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:
June 20, 2024 - June 27, 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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