Off-Highway Truck Product Support Manager

Caterpillar Inc.; Tennessee; On-site; USD 148,000 - 222,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Bonus eligibility

Job summary

Caterpillar Inc. in Decatur, Illinois, seeks a Manager of Product Support for Off-Highway Trucks to lead a high-performing team focused on delivering world-class quality and uptime across North America and Europe.

The role drives CPI initiatives, root-cause investigations, and cross-functional actions to reduce defects, improve machine availability, and strengthen customer outcomes from factory to mine site.

Qualifications

• Bachelor’s degree in Engineering, Engineering Technology, Mechanical or related field.
• Experience with warranty analytics and field service operations.
• Lean Manufacturing, Six Sigma, and Continuous Improvement knowledge.

Responsibilities

• Lead the Decatur Off-Highway Truck Product Support team in delivering technical leadership and product support throughout the product lifecycle, ensuring world-class quality, reliability, and customer satisfaction.
• Drive product quality and reliability initiatives through data-driven defect reduction strategies and CPI programs.
• Lead root cause investigations and cross-functional corrective actions to resolve issues.
• Develop and execute initiatives that improve Defects Per Unit (DPU) at 0, 2, and 12 MIS checkpoints.
• Represent Product Support in NPI, NSI, and APU reviews to ensure quality improvements are executed.
• Partner with manufacturing, engineering, supply chain, and value chain teams to enhance build quality and manufacturing execution.
• Collaborate with regional product support teams, dealers, and customers to diagnose field issues and improve performance.
• Accelerate product improvements and preventive actions to increase uptime and reduce warranty costs.
• Establish performance standards and accountability for continuous improvement and defect-free customer experience.
• Coach and develop technical professionals to foster collaboration and learning.

Skills

Customer focus

Service excellence

Consulting

Problem solving

Relationship management

Technical excellence

Cross-functional leadership

Education

Bachelor’s degree in Engineering or related technical discipline

Tools

Data visualization tools

Job description

Caterpillar Inc. in Decatur, Illinois, seeks a Manager of Product Support for Off-Highway Trucks to lead a high-performing team focused on delivering world-class quality and uptime across North America and Europe.

The role drives CPI initiatives, root-cause investigations, and cross-functional actions to reduce defects, improve machine availability, and strengthen customer outcomes from factory to mine site.