Director of Product Support, Power Systems

Working Hours/Days
This is a full-time, exempt position. The employee will be expected to work the hours necessary to fulfill the position's duties. Typical work schedule is Mon-Fri, weekend work as needed Overview

The Director of Product Support is responsible for the overall strategy, leadership, and financial performance of all service, parts, and product support sales and marketing operations within the Power Systems Division. This role provides leadership to service managers, parts managers, and the Product Support Sales Manager and is accountable for the overall Product Support P&L. The Director oversees product support operations for electric power generation equipment, industrial engines, marine engines, and on-highway trucks, with responsibility for delivering exceptional customer support, operational efficiency, service quality, and profitable growth. Reporting to the Vice President of Power Systems, this position plays a key role in developing and executing the divisions product support strategy while building strong teams and continuously improving the customer experience. Success in this role requires exceptional leadership, strong business and financial acumen, and a high level of technical knowledge and understanding of equipment service and repair operations.

Basic Duties

Leadership and Team Management

 

• Provide leadership, direction, and accountability to service managers, parts managers, the Product Support Sales Manager, and other assigned Product Support leaders.
• Provide strategic oversight of parts operations, including availability, inventory performance, distribution, customer support, and overall operational effectiveness.
• Collaborate effectively with other Power Systems and corporate leaders to align Product Support priorities with broader business objectives and customer commitments.
• Establish clear expectations, performance goals, and accountability across all Product Support operations.
• Build and maintain a collaborative, high-performance culture focused on safety, customer service, accountability, teamwork, and continuous improvement.
• Develop organizational capability through coaching, leadership development, succession planning, and employee development.
• Lead organizational change initiatives that improve operational effectiveness, employee engagement, and the customer experience.
• Work within and actively promote Altorfers corporate values.

 

Product Support Strategy and Operations

 

• Develop and execute the Power Systems Product Support strategy in alignment with overall division and company objectives.
• Provide leadership and oversight for service, parts, and Product Support sales operations across all applicable locations and product lines.
• Maintain effective relationships with Caterpillar and other key business partners to support Product Support strategy, performance, product support initiatives, and customer needs.
• Establish annual operating plans, business priorities, budgets, and performance objectives.
• Drive consistent operating processes, standards, and best practices across locations.
• Ensure efficient service delivery, parts availability, quality workmanship, and timely response to customer equipment needs.
• Maintain high standards for workforce performance, facilities, equipment, tooling, supplies, workmanship, and overall operational effectiveness.
• Monitor operational performance and implement corrective actions when results fall below established expectations.

 

Financial Performance

 

• Maintain overall accountability for Product Support financial performance and P&L results.
• Develop and manage annual budgets, forecasts, and financial performance objectives.
• Drive achievement of revenue, gross profit, operating profit, labor performance, expense, and return-on-assets objectives.
• Monitor key performance indicators including service profitability, labor recovery, technician productivity and efficiency, absorption, parts performance, and other applicable operational metrics.
• Identify and implement strategies to improve profitability, productivity, asset utilization, cost control, and revenue growth.
• Analyze financial and operational results and take timely corrective action when necessary.

 

Customer Experience and Growth

 

• Build and maintain strong, long-term relationships with key customers.
• Ensure Product Support operations provide responsive, high-quality service that minimizes customer downtime and supports long-term equipment performance.
• Monitor customer satisfaction, retention, survey results, NPS, and other applicable customer experience measures.
• Provide leadership in resolving significant customer concerns and developing effective solutions.
• Provide executive oversight and support for significant technical, warranty, product, and customer issues requiring escalation or cross-functional resolution.
• Partner with sales and other business leaders to identify Product Support growth opportunities, expand customer relationships, and strengthen aftermarket participation.
• Partner with Corporate Marketing to develop and execute Product Support marketing initiatives, identify market opportunities, and promote products, services, and customer solutions.
• Develop strategies to increase Product Support market participation, customer retention, and long-term aftermarket revenue.

 

Workforce Development and Training

• Provide leadership and oversight for Product Support training and workforce development programs.
• Develop long-term workforce strategies addressing technician recruiting, retention, apprenticeship, certification, development, and succession planning.
• Partner with training leadership and operational managers to establish annual training priorities aligned with business and workforce needs.
• Establish clear career progression pathways for technicians, supervisors, managers, and other Product Support personnel.
• Build and strengthen technician recruiting, apprenticeship, technical development, and leadership development programs.

 

Safety, Quality, and Continuous Improvement

 

• Promote and maintain a zero-injury safety culture throughout Product Support operations.
• Maintain accountability for safety performance, including proactive hazard identification, incident reduction, training compliance, and continuous improvement.
• Ensure compliance with company policies, applicable regulations, Caterpillar requirements, and established industry standards.
• Identify and implement process improvements that increase efficiency, quality, consistency, and customer satisfaction.
• Establish and monitor key performance indicators and operating standards to drive continuous improvement across Product Support.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below are representative of the knowledge, skills, experience, and abilities required for this position.

 

Education and Experience

 

• Bachelors degree in business, management, engineering, or a related field preferred; equivalent education and significant relevant experience may be considered.
• Minimum of 10 years of progressive experience in service, parts, product support, or related operations, including significant leadership responsibility.
• Experience within a Caterpillar dealership or comparable heavy equipment, engine, or power systems organization strongly preferred.
• Strong technical understanding of equipment service and repair operations, troubleshooting practices, and Product Support processes; Caterpillar product knowledge strongly preferred.
• Demonstrated experience with P&L responsibility, budgeting, forecasting, and financial statement analysis.

 

Leadership and Management Skills

 

• Proven ability to effectively lead and develop managers and large, diverse teams.
• Strong leadership judgment, accountability, organizational, and time-management skills.
• Demonstrated ability to lead effectively through growth, change, and complex business situations.
• Ability to work collaboratively across departments and levels of the organization.

 

Business, Communication, and Problem-Solving Skills

 

• Strong financial and business acumen.
• Excellent written, verbal, presentation, interpersonal, and negotiation skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to effectively manage complex customer and business situations.
• Ability to communicate effectively with employees, customers, Caterpillar representatives, suppliers, and senior leadership.

 

Additional Requirements

 

• Strong commitment to safety, ethical business practices, and company values.
• Ability and willingness to travel approximately 50% of the time between Altorfer locations, customer sites, Caterpillar facilities, and other business locations as required.
• Must possess a valid drivers license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

Altorfer offers an industry leading compensation and benefit package:

• Health, Dental, Vision, Disability, and Life Insurance
• 401(k)
• Paid Holidays
• Paid Parental Leave and Funeral Leave
• Paid Time Off: Prorated 80 hours of PTO 
• Education Assistance
• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

Payrate: $110,000 - $175,000 annually

Posted MinUSD $110,000.00/Yr. Posted MaxUSD $175,000.00/Yr. Physical Requirements/Working Conditions

• This position works in a combination of office, shop, branch, and customer/job-site environments.
• Regular travel between Altorfer locations, customer sites, Caterpillar facilities, and other business locations is required.
• Must be able to safely navigate shop and job-site environments, including walking, standing, bending, and climbing as necessary.
• Occasional lifting and carrying of equipment, materials, or other items may be required.
• Must comply with all applicable safety policies and wear required personal protective equipment, including safety glasses, hearing protection, safety footwear, or other PPE as required.
• Work environments may include exposure to moderate to high noise levels, moving equipment, machinery, and outdoor weather conditions.
• Flexibility to work extended hours, evenings, or weekends when business or customer needs require.
• The physical demands described above are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.