Caterpillar, Inc

Senior Product Support Manager

Caterpillar, Inc$147K — $221K *
Real Estate & Construction
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor’s Degree in Engineering, Marketing, or equivalent
  • Strong customer focus and ability to create customized solutions
  • Expertise in customer service concepts and techniques
  • Ability to make data-driven decisions
  • Proficient in relationship management techniques
  • Effective communication skills
  • Strong problem-solving capabilities

Responsibilities

  • Lead and manage field service teams for technology products
  • Ensure service excellence through a customer-focused approach
  • Form partnerships and best practices with internal and external stakeholders
  • Analyze data to identify improvement opportunities during customer onboarding
  • Manage feedback loops to relay quality defects and lessons learned

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
Full Job Description

Career Area:

Product Support

Job Description:

Caterpillar’s Cat Technology group is searching for a Senior Product Support Manager (Regional Services) to lead and manage Construction Industries (CI) deployment and field support teams for technology products. The role will be a leader within the CI technology support team and will focus on collaborating, planning, and supporting key customer account teams, marketing field teams and dealers for technology onboarding and execution.  The position is suited for people that are looking for opportunities for increased leadership, global team collaboration, and exposure to all of Caterpillar’s machine product groups and service parts management teams.

What You Will Do:

  • Ensure service excellence through strong customer focus, data‑driven decision making, and effective leadership of field service teams
  • Establishing effective linkages, partnerships, and best practices with business partners and internal functions.
  • Developing and analyzing data and information to identify and prioritize opportunities for improving performance and customer experience during customer onboarding (deployment and training) for construction technology.
  • Managing the quality feedback loops to ensure lessons learned on quality defects are communicated back through the primary support channels.

What you will have:

  • Education Requirement: Bachelor’s Degree in an accredited Engineering, Marketing, or equivalent focused curriculum.
  • 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.
  • Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  • Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
  • 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.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Consideration for top candidates:

  • Experience in customer service leadership capacity will also be accepted in lieu of a degree.
  • 6 Sigma Green Belt experience
  • Product/customer support, quality, or aftermarket related experience
  • Experience with telematics, site grading technologies, site network capabilities, site safety systems

Additional Details:

  • This position requires the candidate to work full-time at the Mossville, IL, Tucson, AZ or Clayton, NC office
  • Relocation assistance is available for this position
  • Visa sponsorship is NOT available with this position.
  • This position will require up to 30% domestic and international travel

 

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

 

 

This position requires working onsite five days a week. 

 

Relocation is available for this position.

 

 

Visa Sponsorship is not available for this position.

 

 

Posting Dates:

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

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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Keep up to date with company news, career tips, and industry insights—all from the people who work here. Subscribe to our careers blog and personalize your subscription to receive updates that align with your career interests.

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
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ

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