Product Support Manager
Apply NowCompany: Caterpillar, Inc
Location: Peoria, IL 61604
Description:
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.
Cat Job Site Solutions (JSS) is a team of experts focused on helping our customers achieve desired outcomes and solve daily problems. Job Site Solutions combines the products, services, capabilities, and expertise of the global Cat dealer network and Caterpillar into customized solutions that help optimize equipment, people, and overall operation.
As a Product Support Manager, you will oversee a dynamic team dedicated to developing, managing, and leveraging service information data to enhance JSS maintenance and repair rate development processes. Your leadership will drive efficiency, accuracy, and innovation in service support operations.
What you will do:
What skills you will have:
Technical Excellence: Extensive experience in a commercial, product support, or engineering role supporting asset lifecycle; previous experience in Cat Dealer-facing roles is a plus; working experience with dealer maintenance repair practices
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 business data analysis and tools, with the ability to analyze and interpret data using various techniques to meet business needs and requirements. Equipment Management tools, processes, and people skills - knowledge. Knowledge of program tools and data extracts from internal and external tools such as Asset Management Tool (AMT), Service Option Collaborator, etc., to refine M&R strategies for future contracts.
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. Service oriented mindset; someone that interacts well professionally and technically. Naturally inquisitive with an interest in product lifecycles and business insights.
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: Ability to communicate across the enterprise and to leadership through practical communication concepts; ability to leverage experience and data to create awareness and drive actionable results.
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: Ability to inspire and empower team to complete critical work and drive process improvements. Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Additional Information:
This position requires the candidate to work full-time in the Tucson, AZ, or Peoria, IL office.
This position may require 10 - 15 % travel.
Relocation is available.
Sponsorship is not available.
Summary Pay Range:
$156,000.00 - $234,000.00
Compensation 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:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
* These benefits also apply to part-time employees
Relocation is available for this position.
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:
April 11, 2025 - April 27, 2025
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.
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.
Cat Job Site Solutions (JSS) is a team of experts focused on helping our customers achieve desired outcomes and solve daily problems. Job Site Solutions combines the products, services, capabilities, and expertise of the global Cat dealer network and Caterpillar into customized solutions that help optimize equipment, people, and overall operation.
As a Product Support Manager, you will oversee a dynamic team dedicated to developing, managing, and leveraging service information data to enhance JSS maintenance and repair rate development processes. Your leadership will drive efficiency, accuracy, and innovation in service support operations.
What you will do:
- Engage with internal and external business partners (including Product Groups, Commercial, Regional Teams, Industry Groups, Operations Teams, Cat Dealers, and Customers) to develop and execute maintenance and repair strategies.
- Leverage the team to extract business insights from work order and audit data to understand the root causes of key contract plan variances, driving actionable business decisions.
- Collaborate closely with the commercial manager and fleet manager teams to ensure an effective feedback loop for addressing business needs and executing process improvement initiatives.
- Enable the team to deliver requirements to the IT team and implement solutions to create and maintain tools for maintenance and repair analysis and KPIs.
- Serve as an Equipment Management technical expert to collaborate with the commercial and operational teams on complex issues and procedures involving JSS solutions.
- Develop direct reports' in-depth knowledge of tools, products and strategies, as well as capabilities of the team members within the department.
- Collaborate across the enterprise to implement service strategies for a given product to maximize maintenance.
What skills you will have:
Technical Excellence: Extensive experience in a commercial, product support, or engineering role supporting asset lifecycle; previous experience in Cat Dealer-facing roles is a plus; working experience with dealer maintenance repair practices
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 business data analysis and tools, with the ability to analyze and interpret data using various techniques to meet business needs and requirements. Equipment Management tools, processes, and people skills - knowledge. Knowledge of program tools and data extracts from internal and external tools such as Asset Management Tool (AMT), Service Option Collaborator, etc., to refine M&R strategies for future contracts.
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. Service oriented mindset; someone that interacts well professionally and technically. Naturally inquisitive with an interest in product lifecycles and business insights.
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: Ability to communicate across the enterprise and to leadership through practical communication concepts; ability to leverage experience and data to create awareness and drive actionable results.
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: Ability to inspire and empower team to complete critical work and drive process improvements. Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Additional Information:
This position requires the candidate to work full-time in the Tucson, AZ, or Peoria, IL office.
This position may require 10 - 15 % travel.
Relocation is available.
Sponsorship is not available.
Summary Pay Range:
$156,000.00 - $234,000.00
Compensation 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:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
- Medical, dental, and vision benefits*
- Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
- 401(k) savings plans*
- Health Savings Account (HSA)*
- Flexible Spending Accounts (FSAs)*
- Health Lifestyle Programs*
- Employee Assistance Program*
- Voluntary Benefits and Employee Discounts*
- Career Development*
- Incentive bonus*
- Disability benefits
- Life Insurance
- Parental leave
- Adoption benefits
- Tuition Reimbursement
* These benefits also apply to part-time employees
Relocation is available for this position.
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:
April 11, 2025 - April 27, 2025
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.