Caterpillar, Inc

Product Support Manager - Cloud Services and Tool Development

Caterpillar, Inc • $147K — $221K *
Tucson, AZ 85705In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in product support or related fields.
  • Strong background in managing cloud applications, particularly in AWS and Azure environments.
  • Prior leadership experience, especially in cross-functional team settings.
  • Knowledge of data privacy and cybersecurity policies within IT environments.
  • Experience with incident management and service change management processes.
  • Excellent vendor and supplier management skills.
  • Strong human relations and communication abilities.

Responsibilities

  • Lead product support operations for cloud applications serving clients globally.
  • Mentor a cross-functional team in operational excellence and continuous improvement.
  • Ensure compliance with data privacy and cyber security standards.
  • Oversee incident management and root cause analyses to enhance system stability.
  • Coordinate major system releases to minimize customer disruptions.
  • Develop and maintain standard operating procedures and documentation for efficiency.
  • Collaborate with vendors and IT teams to enhance application performance.

Benefits

  • Medical, dental, and vision benefits.
  • Paid time off plan including vacation and holidays.
  • 401(k) savings plans and Health Savings Account (HSA).
  • Flexible Spending Accounts (FSAs) available.
  • Access to employee assistance programs and lifestyle programs.
  • Incentive bonuses and career development opportunities.
  • Voluntary benefits, employee discounts, and tuition reimbursement.
Full Job Description
Career Area:
Product Support

Job Description:

Do you want to be part of a great team that manages exciting new technologies and promotes growth in cloud services like Amazon Web Service (AWS) and Microsoft Azure? Caterpillar's Advanced Mining Technologies division is currently seeking a Product Support Manager to support and improve MineStar Cloud applications. This role will be accountable for strong collaboration with our process partners, third-party vendors, go-to-market teams, dealers, and customers to drive a sense of urgency to address application or performance issues to deliver target uptime and customer satisfaction. You will develop and administer a worldwide application support strategy, manage financials and forecasts, and provide global technical support to maximize the performance of cloud services enabling MineStar Solutions.

Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

What You Will Do:
  • Lead product support operations for enterprise applications across Azure, AWS and other cloud environments that deliver solutions to Caterpillar dealers and customers around the world.
  • Lead and mentor a cross-functional team of support engineers, data scientists and application developers driving operational excellence, accountability, and continuous improvement.
  • Ensure applications adhere to corporate data privacy and cyber security policies and controls.
  • Oversee incident management, root cause analysis, and problem resolution, reducing recurring issues and improving system stability
  • Coordinate and support major system releases and cutovers, ensuring minimal customer impact and smooth transitions
  • Develop and maintain standard operating procedures (SOPs) and knowledge documentation to improve team efficiency and onboarding
  • Partner with third-party vendors and internal IT teams to provide application enhancements to ensure overall application performance and improvements in reliability, maintainability, and customer experience.


What you will have:
  • Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  • Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  • Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
  • IT Service Change Management: Knowledge of IT service change management; ability to reduce the impact of related incidents on IT service to ensure standard processes and procedures are adhered to, and to improve IT service operations.
  • IT Service Improvement: Knowledge of IT service improvement; ability to utilize a variety of technical tools and management skill sets to achieve better performance in IT service.


Consideration for top candidates:
  • Experience in application support, application development, and/or cloud technologies.
  • Prior leadership experience.
  • Cloud experience or certifications (AWS, Azure).
  • Familiar with Caterpillar dealer network and large mining companies' operations.
  • Excellent human relations and communications skills to develop a cooperative work relationship with others inside and outside the department.


Additional Details:
  • This position requires the candidate to work full-time at the Tucson, AZ or Peoria, IL office.
  • Domestic relocation assistance is available for this position.
  • Visa sponsorship is NOT available with this position.
  • This position will require up to 10% travel


#LI

Summary Pay Range:

$147,760.00 - $221,640.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
  • Medical, dental, and vision benefits*
  • Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
  • 401(k) savings plans*
  • Health Savings Account (HSA)*
  • Flexible Spending Accounts (FSAs)*
  • Health Lifestyle Programs*
  • Employee Assistance Program*
  • Voluntary Benefits and Employee Discounts*
  • Career Development*
  • Incentive bonus*
  • Disability benefits
  • Life Insurance
  • Parental leave
  • Adoption benefits
  • Tuition Reimbursement


* These benefits also apply to part-time employees

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Not ready to apply? Join our Talent Community.

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Ready to start your journey at Caterpillar, Inc.? Explore our career portal for the latest job opportunities.

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Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Manufacturing & Automotive
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ
CAT
* Ladders Estimates

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