Manager Product Support

Career Area:

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 Medium Speed Engines

For decades, Caterpillar and MaK has been a manufacturer of premium medium-speed marine, oil & gas and electric power engines and generator sets. Worldwide, our engines are in operation for customers who rely on their reliability. The Caterpillar and MaK product line features marine diesel, gas and dual fuel engines used in a wide variety of marine, oil & gas and electric power applications. Caterpillar and MaK offers exceptionally engineered and innovative products, components, and services. The engines also provide unparalleled “anytime, anywhere” Product Support to ensure confidence and peace of mind for customers by ensuring maximum uptime and productivity. And with our worldwide dealer network with in-house stock of spare parts, we guarantee a fast service and a high availability for our customers. Moreover, our after-sales service offers not only high-quality spare parts, but also a wide range of retrofit options to help our customers make their business more efficient and prepare for a sustainable future.

We are looking for a Manager Product Support. This role provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.

Job Duties/Responsibilities may include, but are not limited to:

• 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.

• Responsible for all commercial, technical, logistic offer/ order activities including parts & services (Repair, Exchange of parts inhouse and on site) placed at MaK Americas.

• Leading & coordinating the warehouse, responsible for developing and managing appropriate inventory stocking levels, inventory tracking and management processes, picking/packing.

• Responsible for correct Parts and Service invoicing / credit note bookings incl. monthly booking close in alignment with financial processes.

What You Have – Skills, Knowledge, & Experiences:

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.
Effective Communications : Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
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.

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 a salary. Because we value your performance, we offer a total rewards package that provides day-one benefits, including but not limited to: 

• Competitive salary and annual bonus program 

• Medical, dental, and vision coverage​ 

• Paid time off plan (Vacation, Holiday, Volunteer, Etc.)​ 

• Company-matched 401(k) plan 

• Stock option opportunity over time 

• Health savings account (HSA)​ 

• Flexible spending accounts (FSAs)​ 

• Short and long-term disability coverage​ 

• Life Insurance​ 

• Paid parental leave​ 

• Healthy Lifestyle Programs​ 

• Employee Assistance Programs​ 

• Voluntary Benefits (Ex. Accident, Identity Theft Protection) 

• Strong community involvement 

Relocation assistance is available. Role is onsite in Miramar, FL.

Travel: 20% - some international.

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O.

As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers .

EEO/AA Employer. All qualified individuals – including minorities, females, veterans and individuals with disabilities – are encouraged to apply.

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.   

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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