Global Product Support Lead – Construction Technology

Caterpillar Inc.; Irving (TX); On-site; USD 148,000 - 222,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) savings plan

Tuition Reimbursement

Paid time off

Job summary

Caterpillar Inc. in Irving, TX is seeking a Product Support Manager to lead and manage CI deployment and field support teams for technology products. This full-time role offers relocation assistance and travel up to 30% domestically and internationally.

You will collaborate with customer account teams, marketing field teams, and dealers for onboarding and execution. Ideal candidates have 6 Sigma Green Belt experience and background in product/customer support, quality, or aftermarket areas.

Qualifications

• Education: Bachelor’s degree in Engineering, Marketing, or equivalent; customer service leadership experience considered.
• Customer focus is essential to align client needs with solutions.
• Knowledge of service excellence concepts and how to meet customer expectations.
• Ability to analyze situations and make productive decisions based on information.
• Knowledge of relationship management techniques and maintaining client relations.
• Understanding of effective communication concepts and applying appropriate communication behaviours.
• Knowledge of problem solving approaches to diverse situations.

Responsibilities

• Ensure service excellence through strong customer focus, data-driven decision making, and effective leadership 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 operational data gathering for construction technology.
• Managing the quality feedback loops to ensure lessons learned on quality defects are communicated back through the primary support channels.

Skills

Customer focus

Service excellence

Decision making

Relationship management

Effective communications

Problem solving

Education

Bachelor's degree in Engineering/Marketing

Job description

Caterpillar Inc. in Irving, TX is seeking a Product Support Manager to lead and manage CI deployment and field support teams for technology products. This full-time role offers relocation assistance and travel up to 30% domestically and internationally.

You will collaborate with customer account teams, marketing field teams, and dealers for onboarding and execution. Ideal candidates have 6 Sigma Green Belt experience and background in product/customer support, quality, or aftermarket areas.