Regional Product Support Manager

**Career Area**:
Product Support

**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.

**Your Work Shapes the World**

Whether it be groundbreaking products, best-in-class solutions, or creating a lifelong career, you can do the work that matters at Caterpillar. With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe. When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that because it helps our customers build and power our world - the roads, hospitals, homes, and infrastructure. Without a dedicated workforce, Caterpillar could not effectively meet our customer’s needs. Join us.

**It’s More Than a Job, it’s a Career - YouTube**

**Why you want the job and why it’s awesome**

Caterpillar MineStar Solutions, a division of Resource Industries Sales, Service & Technology, is hiring a Product Support Manager to support the Command for Hauling products in the Americas. The position would ideally be located in Edmonton, Calgary, or Montreal.

As a Product Support Manager, you will be accountable for collaboration with our process partners, go-to market teams, dealers, and customers. You will significantly impact the wellbeing and productivity of a Service Engineering team that provides 24/7 support to a global fleet of autonomous trucks.

The Service Engineering team works with MineStar Technology Customers, Caterpillar Dealers, and diverse cross functional teams within Caterpillar to install & commission autonomous trucks, investigate, troubleshoot, and diagnose issues to implement Corrective Actions. Ongoing learning and knowledge development is a key component to this role and specialized training is provided to the successful applicant.

**Your role in action**:

- Lead and thoughtfully grow a uniquely capable team that can fulfill a wide range of responsibilities in support of our internal and external customers
- Build strong working relationships with regional customers and dealers to ensure their success.
- Participate in regular client and dealer technical meetings and advocate on their behalf to resolve product issues with the Product Development Engineering teams.
- Create and maintain a support environment that facilitates the execution of issue diagnostics and customer connectivity promptly and effectively.
- Collaborate with the global Service Engineering teams and other MineStar Product Support Managers to document problem analysis, communicate corrective actions, and escalate priorities to key stakeholders on MineStar Software and Hardware issues.
- Create and report product improvement ideas, including functional enhancements and supportability improvements.
- Participate in New Product Introduction (NPI) projects.
- Support MineStar Product Field Follow Testing and Validation programs.
- Engage with the teams on Product-related Incident Investigations as required.

**Degree and Experience Requirement**:

- Bachelor's degree or comparable experience
- 3+ years of prior Team lead or Manager experience
- 3+ years of progressive experience in Product Support

**This role is for you if you have**:

- Excellent human relations and written and oral communications skills
- Proven ability to manage a team with a dynamic workload
- Strength in data driven communication and decision making
- Prior MineStar or equipment automation experience
- Broad Caterpillar company knowledge and strong understanding of dealer operations

**Additional information**:
This position requires up to 20% travel.

Relocation is **not **provided.

Sponsorship is **not **available.

**ENVIRONMENTAL CONDITIONS**:

- This position requires open pit mine site support work as requested. The selected applicant must complete and pass regulatory open pit mine safety training and travel to and work in open pit mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.
- This job role is performed during normal day shift hours unless travelling for work purposes.

**Employee benefit details**

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 a salary because we value your performance. We offer a total rewards package that pro