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Large Mining Trucks - Product Support Manager

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Location: Tucson, AZ, United States
Date Posted: Mar 23, 2019

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Job Description


Caterpillar has an exciting opportunity for a Product Support Manager. In this position, you will be responsible to manage overall product support of Large Mining trucks. Large Mining Trucks operate 24/7, 365 days at over 400 mine sites worldwide. This role will be accountable for strong collaboration with our process partners, go to market teams, dealers and customers to drive sense of urgency to address product or performance issues to deliver target fleet uptime and component life. You will develop and administer worldwide product support strategy, manage financials and forecasts, and provide worldwide technical support through go to market teams to maximize performance of Large Mining Truck fleets worldwide. Most of Large Mining Trucks fleet operate at remote locations, this role requires frequent travel to remote mine sites with our go to market teams and dealers to listen to customers and implement process improvements in overall product support efforts to drive sustainable results of fleet uptime.


Job Duties/Responsibilities may include but are not limited to:
* Develop and implement product support strategies to meet or exceed customer expectations on performance target for Large Mining Trucks worldwide as measured by fleet uptime, MTBF, MTBS, MTTR, durability and component life

* Support Large Mining Truck strategies and OPACC improvement agenda with clear goals, measurements, and execution plan with good governance.
* Develop and implement strategies to support new products under introduction. This includes all aspects of product problem management, dealer training, parts support planning, tooling development, equipment management, machine monitoring, wireless data, Customer Continuous Improvement, Machine applications, etc.

* Lead enterprise effort to ensure publications and training are delivered at highest quality level on new as well as existing products

* Travel frequently to key sites to develop relationship with go to market team, dealers and customers to demonstrate sense of urgency in addressing issues with good follow up.

*Manage department budget and forecast.

* Manage warranty budget and forecast accuracy on annual and quarterly basis with close monitoring of service letter implementations and progress of warranty work on global fleet

* Ensure process improvement and lean implementation in product support value chain to enhance efficiency of overall product process on continuous basis.

* Anticipate and proactively approach issue resolution with regional team, dealers and customers to enhance customer satisfaction when significant product problems emerge
* Work closely with Caterpillar process partners (engine team, power train team) , regional product support team, dealers and customers to develop and maintain high-level relationships with large global mining companies and key large mining dealers worldwide.
* Develop and implement worldwide recovery strategies with clear ownership and follow up to manage significant product problems to minimize negative commercial impact and maximize customer satisfaction.
* Provide frequent communications and input to all stakeholders.
* Provide counsel to machine engineering team, regional team worldwide, dealers and customers on recovery and product performance strategies, dealer benchmarks and customer satisfaction issues.
* Provide equipment management expertise, training and analysis services to regional team on key fleets supporting efforts to meet or exceed customer targets.
* Manage a work unit of primarily management/professional employees monitoring and reviewing work of product support managers for each tuck platform, service engineers for training, developing and mentoring. Responsible for all personnel issues and performance evaluation of subordinates.
* Act quickly on product support issues and correctly identify problems which may not be obvious. Solve problems by determining the best course of action, within departmental guidelines, from many existing solutions.
* Set priorities and establish a work plan to complete broadly defined assignments and achieve desired results.
* Travels extensively; many international trip, many trips could be two full weeks.


 Basic Qualifications:

* Bachelor’s Degree in engineering or other related field
* 15 to 20 years of progressively responsible job-related experience in
large mining products, engine, or powertrain including field support.


 Top Candidates Will Also Have: 


* Deep expertise of Cat Large Mining Trucks

*Familiar with Caterpillar dealer network, large mining companies’ operations, mine workshop working

* Familiar with Caterpillar engine, drive train and go to market teams’ operations

 *Familiar with company policies and procedures with a strong department background.
* Able to build relationships with various stakeholders.

* Good human relations skills to develop a cooperative work relationship with others inside and outside the department.

* Thorough knowledge of Large Mining Trucks and truck applications, equipment management, product problem management, and/or warranty practices and procedures.
* Broad company knowledge and strong understanding of dealer operations.

Additional Information:

* Travels extensively; many international trip, many trips could be two full weeks.

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at  


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Job Info

Mar 23, 2019


United States