Product Support Strategic Projects Manager

HOLT CAT; Irving (TX); On-site; USD 110,000 - 160,000; Full time

Job summary

HOLT CAT is seeking a Product Support Strategic Projects Manager to lead planning, field execution, customer relationship management, and delivery of high-value Product Support projects at our Irving, Texas location. You will serve as the primary liaison among customers, leadership, field operations, dealers, vendors, and internal teams to meet scope, schedules and business objectives.

Responsibilities include coordinating field execution, developing project plans, communicating progress,

Qualifications

• Minimum of four years of related experience in Product Support, field service operations, construction/project management, or large-scale contract execution.
• Six or more years preferred.
• Experience leading cross-functional field teams, managing customer-facing projects, coordinating crews/resources, and supporting high-value customer relationships preferred.

Responsibilities

• Lead execution of large-scale, high-value Product Support projects and strategic contracts from planning through completion, ensuring milestones and customer commitments are achieved.
• Serve as the primary customer relationship owner, maintaining regular communication with customer leadership, site contacts, and key stakeholders.
• Coordinate field execution activities including work planning, scheduling, jobsite readiness, resource allocation, project status updates, issue resolution, and follow-through on customer requirements.
• Partner with Product Support, Sales, Service, Parts, Rental, Safety, Finance, Procurement, supporting dealers, vendors, and other internal teams to ensure the necessary crews, equipment, materials, tooling, and resources are available.
• Provide field leadership and project direction to crews, supervisors, technicians, vendors, and supporting resources to ensure safety, efficiency, and alignment with customer expectations and company standards.
• Visit customer locations and jobsites to assess progress, identify risks, coordinate corrective actions, and support field teams in resolving issues.

Skills

Product Support operations

Project management

Cross-functional leadership

MS Office

Communication skills

Education

Bachelor's degree in Business, Construction Management, Engineering, Project Management, or related field

Job description

Product Support Strategic Projects Manager

Leads the planning, field execution, customer relationship management, and delivery of large‑scale, high‑value Product Support projects and strategic contracts. Serves as the primary liaison between the customer, HOLT leadership, field operations, supporting dealers, vendors, and internal resources to ensure project scope, schedules, staffing, safety expectations, customer commitments, and business objectives are met.

Location: Irving-Las Colinas, 1000 E Rochelle Blvd, Irving, Texas 75062. Department: Machine Division (MAC). Employment: Full Time, Onsite.

Essential Functions

• Model, promote, reinforce, and reward consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes.
• Lead execution of large‑scale, high‑value Product Support projects and strategic contracts from planning through completion, ensuring customer commitments, project milestones, and business objectives are achieved.
• Serve as the primary customer relationship owner, maintaining regular communication with customer leadership, site contacts, and key stakeholders.
• Coordinate all field execution activities, including work planning, scheduling, jobsite readiness, resource allocation, project status updates, issue resolution, and follow‑through on customer requirements.
• Partner with Product Support, Sales, Service, Parts, Rental, Safety, Finance, Procurement, supporting dealers, vendors, and other internal teams to ensure the appropriate crews, equipment, materials, tooling, and resources are available.
• Provide field leadership and project direction to crews, supervisors, technicians, vendors, and supporting resources to ensure work is performed safely, efficiently, and in accordance with customer expectations and company standards.
• Visit customer locations and jobsites to assess progress, identify risks or barriers, coordinate corrective actions, and support field teams in resolving operational or technical issues.
• Maintain awareness of customer activity, project scope, contract requirements, schedule changes, resource needs, and potential risks; act as company expert and liaison.
• Develop, monitor, and communicate project plans, schedules, action items, performance updates, and escalation items to leadership, customers, and internal stakeholders.
• Conduct regular project and partnership health checks with customers and internal stakeholders to evaluate progress, service quality, risk areas, and opportunities to strengthen long‑term relationships.
• Collaborate with leadership to evaluate project performance, financial impact, customer satisfaction, operational effectiveness, and opportunities for revenue growth or expanded Product Support solutions.
• Support business reviews, project closeouts, lessons learned, and related reporting by initiating, completing, and analyzing project documentation and recommending appropriate corrective action.
• Create value through proactive safety planning, jobsite coordination, compliance with customer safety requirements, and alignment with HOLT safety initiatives.
• Work safely at all times and adhere to all applicable safety policies; comply with all company policies, procedures, and standards.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Expert knowledge of Product Support operations, Caterpillar products, dealer services, field service execution, and customer support processes.
• Advanced knowledge of large‑scale project management, jobsite coordination, customer account management, contract execution, and operational planning.
• Strong ability to lead cross‑functional teams, field crews, vendors, and supporting resources without losing focus on safety, quality, schedule, cost, and customer experience.
• Proficient with MS Office Word, Excel, Outlook, project tracking tools, reporting systems, and customer/project documentation.
• Understand implications of new information for current and future problem‑solving, decision‑making, resource planning, and risk mitigation.
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to project and customer challenges.
• Exceptional attention to detail and ability to manage complex scope, competing priorities, critical deadlines, and multiple stakeholder expectations.
• Driven and results oriented; focused on project delivery, customer retention, operational performance, KPI achievement, and strategic growth of Product Support solutions.
• Excellent oral and written communication skills with strong interpersonal skills to establish working relationships with customers, leadership, field teams, supporting dealers, vendors, and multiple departments.
• First‑class organizational, multi‑tasking, planning, and time management skills; deadline oriented with ability to move work forward in a fast‑paced field environment.
• Ability to work with all levels of personnel within the organization, customer operations, jobsite contacts, and external business partners.
• Ability to perform mathematical computations such as percentages, fractions, addition, subtraction, multiplication, and division quickly and accurately.
• Ability to work independently and within a team in a fast‑paced, high‑volume environment with emphasis on accuracy, timeliness, and follow‑through.
• Ability to read, analyze, and interpret contracts, scopes of work, professional journals, technical procedures, governmental regulations, and customer requirements.
• Ability to listen to and understand information and ideas presented through spoken words and sentences.

Requirements

• Education and Experience:
  • High school diploma or equivalent required; bachelor's degree in Business, Construction Management, Engineering, Project Management, or related field preferred; equivalent combination of education and experience may be considered.
  • Minimum of four years of related experience in Product Support, field service operations, construction/project management, complex account management, or large‑scale contract execution required; six or more years preferred.
  • Experience leading cross‑functional field teams, managing customer‑facing projects, coordinating crews/resources, and supporting high‑value customer relationships preferred.
• Supervisory Responsibilities:
  • Provide project direction and functional leadership to internal teams, field crews, vendors, supporting dealers, and other resources assigned to strategic projects; may not have direct reports.
• Travel:
  • Extensive driving and frequent jobsite visits required; overnight travel required based on customer and project needs.
  • Valid driver's license.
• Physical Requirements:
  • Extended periods in a stationary position; occasional movement inside the office and at customer or project sites to access office machinery, equipment, file cabinets, vehicles, and work areas.
  • Field work including jobsite visits, visual inspection of equipment and work areas, coordination with crews, and supervision of customer or contractor activity at times.
  • Routine use of standard office equipment such as computers and phones.
• Work Environment:
  • Performed in a retail and office environment as well as in the field; exposure to computer screens, noise, dust, grease, fumes, gases, heat, cold, and inclement weather conditions.
  • Fast pace with unscheduled interruptions.
• Disclaimer: The statements above describe the general nature and level of work performed; they are not an exhaustive list of all responsibilities, duties, or skills required. Incumbents may be required to perform duties outside normal responsibilities as needed.

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