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Product Support Manager

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Location: East Peoria, IL, United States
Date Posted: Aug 22, 2019

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Job Description

Description

When you are a Product Support Manager at Caterpillar, you will supervise a technical support team to ensure the delivery of specialized, customer-focused, technical field support and training to satisfy customer expectations in terms of reliability, durability, and product availability.  This position is also responsible for warranty management as well as quote management of product group managed aftermarket components.



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

Provides leadership to coordinate Room & Pillar Aftermarket Solutions technical support and is responsible for maintaining awareness and knowledge of Room & Pillar product problems or support issues, working with the product group leadership and engineering to determine field product support strategies, objectives and priorities on a global basis.


Works with product group leadership and dealers to prioritize allocation of resources engaged in direct on-site dealer and customer support when and where needed worldwide.

The position manages a work unit of primarily management/professional employees where monitoring and reviewing work of subordinates is required as well as training, developing and mentoring. The position is responsible for all personnel issues and performance evaluation of subordinates.


The position's primary customers are external. External contacts include various individuals who utilize products offered by Caterpillar. The position often confronts complex issues or problems which require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches. The incumbent may modify existing approaches or develop new solutions. The incumbent sets priorities and establishes a work plan in order to complete broadly defined assignments and achieve desired results.


Qualifications

Basic Qualifications:


  • Bachelors degree from an accredited college or university
  • 5+ years of Technical product experience
  • 1+ years Supervisor experience


Top candidates will also have:


  • Strong customer focus and ability to influence
  • Ability to quickly understand technology changes and drive advancement within the organization
  • Ability to understand both technology and business domains
  • Knowledge of business operations including the technical infrastructure and general business processes.
Additional Information:

This position requires up to 25% travel.

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 www.caterpillar.com/careers


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Job Info

Aug 22, 2019

190006Q5-OTHLOC-207040484647

United States