Global Product Support Manager

Career Area:

Job 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.

TheMedium Wheel Loader (MWL)product group at Caterpillar designs manufactures and supports products and services that lead the industry in quality cost efficiency availability and technology. Our goal is to help customers achieve greater success with our solutions than with those of our competitors. We are excited to offer an opportunity to join our team as a Global Product Support Manager.

In this role you will provide leadership to a team of Service Engineers to enhance customer experience oversee field followup programs and drive the achievement of quality goals.

What youll do (Job Duties):

• Respond to complex technical inquiries and resolve issues related to customer products and procedures.

• Identify prioritize and implement product enhancements based on customer feedback and issue trends.

• Build deep expertise in company products and programs and leverage team strengths to drive departmental success.

What youll have (Basic Qualifications):

• Service Excellence:

  • Proactively anticipates and resolves complex customer needs coaches others on service excellence applying the Moments of Truth concept.

  • Develops strategies for handling difficult interactions and turns service failures into opportunities to build customer trust and loyalty.

• Effective Communications:

  • Demonstrates advanced communication skills by tailoring messages to diverse audiences providing constructive feedback balancing empathy with assertiveness using persuasive techniques appropriately and maintaining clarity and focus across all levels of interaction.

• Problem Solving:

  • Leads complex problemsolving efforts by applying diverse techniques organizing highperforming teams capturing lessons learned and developing effective resolutions to critical issues.

  • Fosters inclusive collaboration addressing performance challenges and promoting a positive growthoriented work environment.

• Relationship Management:

  • Builds and sustains productive longterm relationships with clients vendors and peers by clearly communicating expectations negotiating effectively conducting regular progress reviews educating support teams on client priorities.

  • Empowers others to foster collaborative healthy partnerships.

Additional Info:

• Location: Peoria IL

• Office Model: Caterpillar requires employees to work onsite in the office five days a week.

• Travel: Up to 50% domestic and international travel is expected.

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjobrelated 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 parttime employees

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

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities.

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