Product Support Manager
3 months ago
**Career Area**:
Product Support
**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.
**Job Purpose**
Develop, implement, and manage product support processes and equipment management processes.
**Job Duties**
Develop, implement, and maintain effective product support processes between Caterpillar, dealers and customers. Establish and maintain high-level relationships with business decision makers.
Positions reporting directly or indirectly to this position include: Technical Consultants, Service Representatives, Applications Engineer, and Service Engineers, Site Performance Managers.
Responsible for account strategy and strategy execution with Account Commercial Manager(s). Develop, prioritize and implement strategies to address customer needs as well as ensuring dealer servicing and support practices
Provide leadership to a work unit of primarily management/professional employees where monitoring and reviewing work of team members is required as well as training, developing and mentoring.
Confront complex issues or problems which require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches. The incumbent may modify existing approaches or develop new solutions. The incumbent sets priorities and establishes a work plan in order to complete broadly defined assignments and achieve desired results. Impacts key quality goals including Customer Satisfaction, Machine and Parts sales, Continuous Improvement, Dealer Service Operations, Timeliness, Efficiency, Cost Savings, Dealer Process Quality, TCO, Mine Site KPI Achievement, etc. The position changes the way work is performed to meet quality goals for the measure(s) stated.
**Skills Requirement**
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.
**Posting Dates**:
September 30, 2024 - October 14, 2024
Caterpillar is an Equal Opportunity Employer (EEO).
Not ready to apply? Join our Talent Community.
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