Product Support Lead — Technical & Customer Solutions

Caterpillar Financial Services Corporation; Houston (TX); On-site; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical Benefits

PTO

401(k)

HSA

Tuition Reimbursement

Career Development

Incentive Bonus

Parental Leave

Job summary

Caterpillar in Houston is seeking a Product Support Manager (Commercial Team Support) to serve as the primary technical resource for account managers and key customer accounts. You will coordinate cross-functional resources to address product performance, maintenance, reliability, and application needs.

You will lead technical problem solving, develop customer solutions and proposals, and help drive timely resolutions. Relocation is possible and 5 days onsite is expected.

Qualifications

• Knowledge of customer-focused service delivery and satisfaction.
• Ability to gather and synthesize data from multiple stakeholders.
• Experience delivering high-quality service and guidance to clients.
• Ability to apply consulting knowledge to client situations.
• Excellent communication across teams and clients.
• Approach to problem solving in technical and operational contexts.
• Skill in maintaining strong client relationships.
• Understanding of Caterpillar products and services.

Responsibilities

• Serve as the primary technical resource for Account Managers and key customer accounts.
• Support customer meetings, site visits, and discussions related to product performance, maintenance, reliability, and application requirements.
• Coordinate internal resources across engineering, product groups, service, parts, and operations to address customer questions and issues.
• Assist Account Managers in developing customer solutions, proposals, recommendations, and technical presentations.
• Lead technical problem-solving efforts and help drive timely resolution of customer issues.
• Identify product improvement opportunities based on customer feedback and field experience.
• Provide guidance on maintenance strategies, repair options, upgrades, and lifecycle support solutions.
• Develop and maintain in-depth knowledge of Caterpillar products, services, customer applications, and industry trends.
• Support sales growth by identifying aftermarket, service, repair, rebuild, and upgrade opportunities within assigned accounts.
• Help ensure customer concerns are communicated internally and appropriate follow-up actions are completed.

Skills

Customer Focus

Data Analysis

Service Excellence

Consulting

Effective Communications

Problem Solving

Relationship Management

Technical Excellence

Job description

Caterpillar in Houston is seeking a Product Support Manager (Commercial Team Support) to serve as the primary technical resource for account managers and key customer accounts. You will coordinate cross-functional resources to address product performance, maintenance, reliability, and application needs.

You will lead technical problem solving, develop customer solutions and proposals, and help drive timely resolutions. Relocation is possible and 5 days onsite is expected.