Manager Product Support

Caterpillar - Victoria, TX

Full-time - Manager

Victoria, TX

Machinery Manufacturing

About the position

The Manager Product Support at Caterpillar Inc. leads the Excavation division's Service Engineer and Dealer Solutions Network product support team across North and South America. This role focuses on identifying and addressing product support needs, leading quality restoration initiatives, and ensuring efficient execution of dealer solutions. The manager collaborates with various divisions to enhance product quality, supports new product introductions, and drives continuous improvement while mentoring team members and optimizing customer validation efforts.

Responsibilities

• Drive proactive product support by leading EXD 'find it' efforts across the Americas.
• Champion quality restoration by collaborating with key divisions to uphold product quality and service standards.
• Maximize profitability through cost reduction initiatives by analyzing warranty spend and optimizing product support activities.
• Optimize Dealer Solutions performance by managing quality and efficiency metrics across tier 1 and tier 2 teams.
• Shape future product offerings by leading customer validation efforts and providing insights to support engineering and field teams.
• Enhance dealer and customer experience by partnering with business teams to address training and support gaps.
• Develop team talent by mentoring and coaching the product support team and working with HR to cultivate career growth.

Requirements

• 4-year college or university degree in marketing, business or a related field, or equivalent progressive experience in the manufacturing or construction technology industry.
• Demonstrated track record of maintaining a customer-centric approach and delivering impactful solutions.
• Advanced skills in data gathering, analysis, and interpretation to inform strategic decisions.
• Proven ability to solve complex problems and develop innovative solutions.
• Strong technical expertise in product support, service delivery, and quality standards.

Nice-to-haves

• Strong understanding of commercial teams and challenges.
• Passionate about quality and improving customer experience.
• Effective communicator, adept at addressing diverse audiences.

Benefits

• Medical, dental, vision, RX, and 401(k) benefits from day one.
• Potential for an annual bonus.
• Paid vacation days and paid holidays (prorated based upon hire date).