Career Area:Product SupportJob 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.Job Description:As a Product Support Manager, you will manage a team that will support dealers and customers globally on down machines supporting 16 machine base models for Large Wheel Loaders, Wheel Dozers and Compactors. You will collaborate on continuous product improvement and built in quality initiatives with process partners. Evaluate warranty spend and manage goodwill activities in the field. Interface with dealers for technical and commercial support to develop, maintain and/or improve business relationships with customers and key accounts. Ensure technical support literature, training, services offerings and parts inventory support to enable dealers to support New Product Introduction to the market. Leverage Condition Monitoring tools and technology to maximize uptime of machines. Support CPI process and influence product designs to evolve reliability and durability. Participation and field support in product improvement communications.Responsibilities Manage a team of five Service Engineers and provides coaching, training, support and coverage when needed. It also includes budget management. Technical and troubleshooting support to Dealers, Customers, DSN, CPI and facility quality teams on down machines and/or stop ships. This involves repair consultation and assistance on parts procurement, MAO Parts lists and availability challenges. Manages field follow, close follow and test iron, including legal agreements on NPI programs. Ensure Service deliverables are met on NPI and NSI programs. This includes service literature, parts stocking, service audits, maintainability/serviceability VOC, etc. Supports CPI process on active projects with publications, campaigns and in the emerging issues Find It process (parts returns, field problem investigation, data analysis). Closely supports BIQ play with each of our three LWL/WDC facilities driving stop capability and RCCA. It also includes the maintenance of our CAT Inspect forms and driving back defects reported in the field. Travel occasionally to job sites to support customers with down machines or repetitive quality failures.Top Candidates Will Have: Bachelor’s degree with marketing, technical or quality experience Extensive progressive responsible job-related experience Large Wheel Loader/Wheel Dozer/Compactors product experience Experience working with dealers and end users of machines or engines Strong product support/service background understanding machine applications and CPI process Excellent interpersonal skills to deal with complex issues Team lead experience - Previous leader or supervisory experience is a desirable Understanding of company policies and procedures related to quality, distribution, and engineering. Ability to build relationships with internal and external partners Analytical skills having ability to interpret information and turn into action Understanding of mining, quarry and landfill industriesWhat Skills You Will Have:Customer Focus: Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs and expectations.Effective Communications: Reviews others' writing or presentations and provides feedback and coaching. Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Employs appropriate methods of persuasion when soliciting agreement. Maintains focus on the topic at hand.Problem Solving: Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems.Technical Excellence: Advises others on the assessment and provision of all technical solutions. Engages appropriate subject matter resources to effectively resolve technical issues. Mentors others to enhance their technical competence and its application to achieve more effective technical solutions. Coaches others in promoting, defining, analyzing, and providing superior technical solutions to business problems. Provides effective solutions to moderate technical challenges through strong technical competence, effectively examining implications of events and issues. Assumes accountability for personal technical performance and holds others responsible for theirs.Additional Information:The primary location for this position is Decatur, ILDomestic relocation assistance is availableTravel will be up to 30%Visa sponsorship is not availableSummary Pay Range:$144,960.00 - $217,320.00Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.Benefits:Annual incentive bonus planMedical, dental, and vision coveragePaid time off plan (Vacation, Holiday, Volunteer, Etc.)401k savings planHealth savings account (HSA)Flexible spending accounts (FSAs)Disability benefitsLife InsuranceParental leaveHealthy Lifestyle ProgramsEmployee Assistance ProgramsVoluntary Benefits and Employee DiscountsTuition ReimbursementCareer DevelopmentSubject to annual eligibility and incentive plan guidelines .Posting Dates:January 21, 2025 - February 3, 2025Any 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 (http://flows.beamery.com/caterpillarinc/talcom) .
