Product Support Manager
Caterpillar

Job Info

---

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.

As the NPI and Autonomy Product Support Manager, you will report to the Product Support Senior Manager, and be primarily responsible to provide in-depth technical support and lead quality improvement efforts for the LMT Productivity Class 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. Our team is doing some of the most groundbreaking and thrilling work at Caterpillar, and we can't wait for you to join us on this exciting journey!

What you will do:

• Set challenging performance goals and provide leadership to a staff of at least 5 employees who are actively engaged in managing the NPI and Autonomy portfolios aimed at delivering defect-free products and high customer uptime.
  
• Reporting to the incumbent are service engineers and field follow engineers.
  
• Be responsible for executing the various product support deliverables associated with each NPI gate.
  
• Serve as the List Manager for an extensive portfolio of NPI programs from development to resolution.
  
• Provide guidance and answer technical questions for complex issues and procedures or handle technical problems with customers' products.
  
• Implement service strategies to improve quality, repairability and maintenance.
  
• Develop in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
  

What skills you will have:

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

Additional Information:

The primary location for this position is Tucson, AZ.

Domestic relocation assistance is available.

This position may require 20% 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

Posting Dates:
September 30, 2024 - October 13, 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 .

---