Product Support Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you'rejoining 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'tjust 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.

It's More Than a Job, it's a Career - YouTube

Why you want this job and why it is awesome

As a Product Support Manager, you will develop, implement, and maintain effective equipment management processes between Caterpillar, dealers, and assigned accounts within the Canada mining region. You will establish and maintain high-level relationships with business decision makers. Influence equipment management practices at the account and dealer level to minimize Caterpillar and dealer liabilities. Positions reporting directly or indirectly to this position include Service Representatives, Product Support Analysts, and Engineering Interns.

What you will do:

• Determine service level standards for customer service requests for product lines.
• Answer technical questions for complex issues and procedures or handle technical problems with customers' products.
• Prioritize and implement product improvements related to customer issues and manage cost impact.
• Implement service strategies for a given product to improve its repairability and maintenance.
• Develop in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
• This position acts as a senior consultant to dealer and customer operations managers as well as executive management advising on strategic direction for account management and equipment management activities. Consulting with CGM, dealers, and districts on parts sales and service support requirements for assigned accounts. Direct Caterpillar and dealer activities to assure product health to maintain and enhance PINS growth and reduce the impact of product health issues for all parties.
• Consult on machine application practices and direct Caterpillar, dealer, and customer initiatives such that application practices are tailored to maximize project viability.
• The position provides leadership to a work unit of primarily management/professional employees where monitoring and reviewing the work of team members is required as well as training, developing, and mentoring.
• Responsible for managing account-related personnel issues and providing input to performance evaluation of subordinates.
• Internal customers include various contacts in a portion of Caterpillar's worldwide operations. External contacts include various Caterpillar dealers and mining companies who purchase services offered by Caterpillar and supply services to mining customers.
• The position often confronts complex issues or problems which require careful analysis and diagnosis. Problems are often unique, and solutions can require original approaches. The incumbent may modify existing approaches or develop new solutions.
• The incumbent sets priorities and establishes a work plan to complete broadly defined assignments and achieve desired results. Impacts key quality goals including Customer Satisfaction, Machine and Parts sales, Continuous Improvement, Dealer Service Operations, Timeliness, Efficiency, Cost Savings, Dealer Process Quality, Mine Site KPI Achievement, etc. The position changes the way work is performed to meet quality goals for the measure(s) stated.

What Skills you will have:

Technical Excellence: Extensive experience in product support, commercial, or site performance.

Effective Communications: Excellent interpersonal skills are required in order to deal with sensitive issues, develop others, or coach others inside and outside the business unit and Caterpillar to take specific actions. Must have the ability to work with people from many different backgrounds and cultures, internally and externally, with the appropriate influence and ability to resolve differences. Must have the ability to work and set priorities for self and for the work team without day-to-day direct supervision.

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.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
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.

Education and Experience Requirement: College or university degree or equivalent experience.

Top Candidates will also have :

Experience working with Dealers and end users of mining equipment.

Knowledge of company products and product applications, and/or warranty practices and procedures.

Additional Information:

The primary location for this position is Edmonton, Alberta, or Toronto, Ontario.

Domestic relocation assistance is not available.

This position may require 50 % travel.

Sponsorship is not available

This posting will close at midnight on June 18th, 2024.

What you will get:

Our goal at Caterpillar is for you to have a rewarding career. Our teams are critical to the success of our customers who build a better world.

Here you earn more than just wage, because we value your performance, we offer a total rewards package that provides:

• Competitive Base Salary
• Annual incentive bonus plan*
• Medical, dental, and vision coverage
• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
• Defined Contribution Pension Plan
• Employee Share Purchase Plan
• Short and long-term disability coverage
• Life Insurance
• Employee Assistance Programs

*Subject to annual eligibility and incentive plan guidelines.

Final details:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status.

For more information, visit To connect with us on social media,

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community .