Product Support Manager — Key Accounts Technical Lead

Caterpillar Inc.; Houston (TX); On-site; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical benefits

401(k) savings plans

Paid time off

Tuition reimbursement

Career development

Incentive bonus

Parental leave

Job summary

Caterpillar Inc. is seeking a Product Support Manager (Commercial Team Support) based in Houston, TX.

This role provides technical and commercial support to account managers and key customer accounts, coordinating internal resources to improve customer satisfaction and business outcomes. The role requires deep product knowledge, strong communication, and the ability to lead cross-functional efforts across engineering, service, and operations.

Qualifications

• Customer focus and satisfaction drive all decisions and solutions.
• Ability to gather and synthesize data from multiple stakeholders.
• Commitment to delivering outstanding customer service and outcomes.
• Provide technical or business guidance to clients, both internal and external.
• Communicate clearly and effectively across teams and with customers.
• Identify and resolve organizational or process problems.
• Build and maintain strong working relationships with clients and peers.
• Develop deep knowledge of Caterpillar products, services, and applications.

Responsibilities

• Serve as the primary technical resource for Account Managers and key customer accounts.
• Support customer meetings and site visits related to product performance and maintenance.
• Coordinate internal resources across engineering, product groups, service, parts, and operations.
• Assist Account Managers in developing customer solutions and technical presentations.
• Lead problem-solving efforts and drive timely resolution of issues.
• Identify product improvement opportunities based on customer feedback and field experience.
• Provide guidance on maintenance strategies, repairs, upgrades, and lifecycle support.
• Develop in-depth knowledge of Caterpillar products and industry trends.
• Support sales growth by identifying aftermarket, service, repair, rebuild opportunities within accounts.
• Ensure customer concerns have proper follow-up actions.

Skills

Customer focus

Data gathering

Service excellence

Consulting

Effective communications

Problem solving

Relationship management

Technical excellence

Job description

Caterpillar Inc. is seeking a Product Support Manager (Commercial Team Support) based in Houston, TX.

This role provides technical and commercial support to account managers and key customer accounts, coordinating internal resources to improve customer satisfaction and business outcomes. The role requires deep product knowledge, strong communication, and the ability to lead cross-functional efforts across engineering, service, and operations.