Manager Customer Services
Job Location:
Belo Horizonte - Brazil
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Career Area:
Product SupportJob Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.
IT IS YOUR TIME!
Caterpillar Inc. is the worlds leading manufacturer of construction and mining equipment off-highway diesel and natural gas engines industrial gasturbinesand diesel-electric locomotives. Fornearly 100yearswevebeen helping customers build a better more sustainable world and arecommittedand contributing to a reduced-carbon future. Our innovative products and services backed by our global dealer network provide exceptional value that helps customers succeed.
When you join Caterpillaryourejoining a global team who cares not just about the work we do but also about each other. We are the makers problemsolversand future world builders who are creating stronger more sustainable communities. Wedontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.
If you are looking for personal and professional growth in a company with an inclusive culture which seeks equity respects differences and believes in peoples potential this is the right place. We consider people with disability candidates and those with diversity in gender culture ethnicity religion age generation racenationalityand sexual orientation.
Important:
-Dontforget to include a resumé in English in your profile in Workday
- Please check your application status directly in the Workday system as this is our primary method of .
What you will do:
Serve as the regional escalation point of contact for customer issues; ensure timely clear customer communication and stakeholder updates.
Perform daily queue management tasks to ensure customer issues are assigned progressed and resolved effectively.
Coach and develop direct reports through bi-weekly 1:1s performance feedback and skill-building plans aligned to customer needs.
Drive adherence to response restoration and resolution target metrics; support completion of After-Action Reports (AARs) for missed targets.
Support and lead continuous improvement work including A3 problem-solving projects.
Establish daily standups with the team to understand workload balance and case priority. Provide updates in weekly Level 2 Support meetings.
Ensure required learning and development assignments are completed on time.
Partner with Caterpillar dealers and internal teams to address top customer issues and improve the overall support experience.
Audit cases to ensure compliance with Caterpillar guiding principles and golden rules.
What skills 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.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools techniques and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion goal or judgment.
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.
Basic Requirements
Education: Bachelors degree
Language: Pre-advanced English
Top candidates will also have:
Experience leading customer support or technical support teams (helpdesk support center or similar environment).
Demonstrated ability to manage escalations prioritize work and deliver to SLAs/target metrics (response restoration resolution).
Strong coaching and people leadership skills including recurring 1:1s performance development and onboarding support.
Working knowledge of information technologies and support tools used to diagnose and resolve customer issues.
Strong communication collaboration and problem-solving skills; ability to coordinate across internal teams and dealers.
Ability to apply structured problem solving (e.g. A3) and produce clear incident documentation (e.g. After Action Reports).
Mining industry experience.
Note: The position requires the candidate to workonsitefive days a week.
Some of the offered benefits*:
Medical plan
Dental plan
Medicines reimbursement
Psychological Legal Social and Finance Support Program
Private pension plan
Profit share
Meal assistance
Christmas basket
Transportation
Life and personal insurance
Extended maternity and paternity leave
Employee resources group (Young Professional Women in Networking LAMBDA (LGBTQIA) Latin Group and Active in Sport
*Caterpillar reserves the right to change or modify benefits at any time subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location
The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail @hotmail etc.) to contact candidates. Available vacancies are only advertised through the companys official channels ( and official Caterpillar emails are mandatory followed by the domain @. Also the company does not request any type of payment (bank transfer pix etc.) for the purposes of the selection process. For more information click on the link: Dates:
May 12 2026 - May 22 2026Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply
Not ready to apply Join our Talent Community.
Required Experience:
Manager
About Company
Caterpillar is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial turbines and diesel-electric locomotives.
