Manager Customer Services

Jobsatdubai; Dubai; On-site; AED 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

Work-life balance

Training and mentoring

Growth opportunities

Job summary

Caterpillar Inc. is seeking a Manager Customer Services in Dubai to manage all activities and staff for technical field service programs. The role involves creating and managing field service infrastructure while ensuring high standards of quality and service excellence. Ideal candidates will bring technical experience, alongside a commitment to customer focus and relationship management.

The opportunity comes with training, a competitive salary package, work-life balance, and growth opportunities within a Fortune 100 company.

Qualifications

• Technical experience with Caterpillar marine engines is preferred.
• Experience working as a shipboard engineer or in technical leadership roles.
• Supervisory experience is considered a plus.

Responsibilities

• Direct all activities and staff for technical field service programs.
• Create and manage field service infrastructure.
• Drive development of work plans, budgets, schedules, and evaluation criteria.

Skills

Customer Focus

Data Gathering & Analysis

Service Excellence

Consulting

Decision Making and Critical Thinking

Effective Communications

Problem Solving

Relationship Management

Job description

Manager Customer Services

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you’rejoining 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 don’tjust 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.

About CAT Oil & Gas & Marine Division:

The Caterpillar Oil & Gas and Marine Division has a diverse and global portfolio encompassing the brands Cat, MaK and SPM. Over 2500 employees in 25 countries deliver excellence in manufacturing, sales, services and operations to our customers.

The products and services of our business units Cat Oil & Gas, SPM Oil & Gas, Medium Speed Engines and Marine include engines, transmissions, pumps, flow iron, pressure control, carbon capture as well as systems integration and digital.

Role Definition

Directs all activities and staff for technical field service programs for product installation, troubleshooting, maintenance, repair, and customization.

What You Will Do

• Create and manage field service infrastructure; assist in maintain the training readiness of the organization.
• Direct, motivate and develop the team. Support the culture and values of the organization. Facilitate smooth workflow; ensure high standards and quality of technical work.
• Drive the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel.

Key Skills

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.

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.

Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

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.

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 behaviours.

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.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Top Candidates Will Also Have

• Caterpillar marine engine technical experience
• Marine engineering experience working as a shipboard engineer or technical leadership
• Supervisory experience is a plus

What We Offer

From day one, you are set up to thrive at Caterpillar: helpful training, relatable mentors, global experience, competitive salary package, work-life balance, and the growth opportunities you expect with a Fortune 100 company. You power our success, and we are committed to empowering yours. After all, when your work can impact the entire world, it’s important to do work that matters.

Additional Information

Business travel requirement – up to 50%

Caterpillar is an Equal Opportunity Employer (EEO).