Product Support Manager

Caterpillar; Midland (TX); On-site; USD 128,000 - 193,000; Full time

Benefits offered by this job

Medical benefits

PTO

401(k)

Health Savings Account

Flexible Spending Accounts

Career development

Bonus

Disability benefits

Life Insurance

Parental leave

Tuition Reimbursement

Job summary

Caterpillar seeks a Product Support Manager to lead technical support and guide problem-solving for all products in Midland, Texas. This on-site role requires managing customer issues, coordinating with field teams, and driving service improvements to enhance reliability and cost efficiency.

The position emphasizes leadership of fleet/service operations, ongoing customer interaction, and the ability to travel within the territory as needed. Relocation not offered.

Qualifications

• Proven leadership of field service or fleet teams.
• Experience with customer-facing oil & gas operations.
• Strong ability to manage multiple projects and escalations.
• Ability to coordinate with Operations and Finance on equipment and billing.
• Knowledge of service contracts and field execution.

Responsibilities

• Determine service level standards for customer service requests for product lines.
• Answer technical questions for complex issues and procedures; assist customers with product problems.
• Prioritize and implement product improvements related to customer issues and cost impact.
• Implement service strategies to improve repairability and maintenance.
• Develop in-depth knowledge of products and team capabilities.

Skills

Leadership experience

Fleet management

Customer-facing skills

Strong knowledge of frac fleet

Contract oversight

Team development

Cross-functional collaboration

Job description

Career Area: Product Support

Job Description

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining 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't just 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 Caterpillar Oil & Gas and Marine:

Caterpillar’s Oil and Gas division provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you join a global team that helps to power the global energy industry as well as provide power and propulsion on the water.

About The Role:

We are currently seeking a Product Support Manager located in Midland, Texas. The Product Support Manager provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

Additional Information

• This position is in Midland, Texas, and is 5 days onsite.
• Relocation is not available for this position.
• Frequent day trips within the territory will be required. Ability for overnight travel up to 20% of the time. Company Car can be provided as needed.
• Visa Sponsorship is not available for this position.

What You Will Do:

• Determining service level standards for customer service requests for product lines.
• Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
• Prioritize and implement product improvements related to customer issues and manage cost impact.
• Implementing service strategies for a given product to improve its repairability and maintenance.
• Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.

What You Will Have:

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.

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.

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.

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.

Top Candidates Will Have:

• Leadership experience managing fleet managers, field service teams, project managers, or similar customer-facing oil & gas teams.
• Strong knowledge of frac fleet/service operations, including pad layouts, flow equipment, BOMs, loadouts, rig-up planning, and field execution.
• Experience overseeing customer service contracts and ensuring equipment, resources, and teams are prepared to meet customer commitments.
• Strong customer-facing skills with the ability to manage technical questions, operational issues, and escalations.
• Experience coordinating with Operations and Finance on equipment requirements, BOMs, billing, and other commercial needs.
• Proven ability to lead, develop, and hold employees accountable while maintaining oversight of multiple customer projects or fleet activities.
• Experience building and scaling teams or operations in a high-growth environment.

Summary Pay Range:

$128,470.00 - $192,710.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related 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 part-time employees

This position requires working onsite five days a week.Visa Sponsorship is not available for this position.

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. Qualified applicants of any age are encouraged to apply.