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Product Support Manager

This job posting is no longer active.

Location: Qingzhou, 37, China
Date Posted: Apr 9, 2020

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Job Description


To manage the “Find-it” process and support regional tech rep. and dealers to fix the field quality issues to allow customer machine back to work quickly for the strategies and objectives to attain quality and customer satisfaction targets. This requires very close coordination with various design control groups, “Fix-it” org. and communicate both internally and externally efficiently and effectively. .

Job Duties/Responsibilities may include, but are not limited to:

Reporting to this position are Product Support Specialists, Service Training supervisor and China SOE Onsite Support Supervisor. This position provides leadership to achieve customer service satisfaction goal, field quality issues resolutions goal and dealers service capability goal for SEM products on the worldwide basis.  Critical job responsibilities involve Find-It process execution, Fix-it process support, field urgent complicated issues resolutions and support, dealer technician development program execution and China SOE customers onsite technical and parts maintenance support.  The more detailed job duties for this Incumbent list as below:

  • Fulfill dealer / subsidiary technical support requirements associated with current & NPI products

  • Owner of find-it process

  • Lead team to write and release of SEM brand products’ publications, such as TIB, SL & SM

  • Manage annual budget including labor, travel and both incoming and outgoing purchase service agreements

  • Coordinate resource to support China SOE major account customers’ overseas projects to meet customers’ service requirement.

  • Conduct service trainings on NPI products and current products for global dealers. Promote dealers’ service technicians’ development.


Required Qualifications:

Requires broad experience in engineering, manufacturing, quality control and product support. Have  service engineering or product support or equivalent knowledge. A good engineering background, a strong mechanical aptitude and an extensive knowledge of statistics & 6 Sigma. Should have effective communications and human relations skills and the ability to organize, motivate and influence others.

This position requires at least 25% of domestic and international travel.

Desired Qualifications:

* Excellent communication, interpersonal and collaboration skills.

Caterpillar is an Equal Opportunity Employer (EEO)

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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Job Info

Apr 9, 2020