Services Product Manager

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 Us:

With 2023 sales and revenues of $67.1 billion, Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives.

For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Caterpillar does business on every continent, principally operating through three primary segments – Construction Industries, Resource Industries and Energy & Transportation – and providing financing and related services through our Financial Products segment.

Job Description:

Develop and execute an Aftermarket sales, support, & services growth strategy for the Earthmoving Division. Caterpillar's Earthmoving division is part of our Constructions Industries Segment and is responsible for worldwide design, manufacturing and support responsibility for medium tractor products, motor graders, medium wheel loaders, paving products, and SEM-branded product lines.

This role reports directly to the Vice President of Product Development and Aftermarket and is responsible for developing world-class parts and services capability for Earthmoving customers (covering all products, segments & regions globally).

Job Responsibilities:

The key role of this Services Product Manager is that of a experienced professional with several years of progressive, related experience including customer solutions, product, field, application, support and supervisory assignments.

This leader will manage strategic and business decisions related to products and services utilizing the Operating and Execution model to create, develop, position and market the offerings.

This leader will play a key role in leading Earthmovings efforts to support the overall enterprise goal of doubling services by 2026. This position requires a keen focus on leading a team and collaborating with various divisions to execute the services strategy.

Further, this leader must work with enterprise business partners to refocus opportunities and system/process improvement and drive accountability for earthmoving specific growth requirements.  Decisions that are made will be multi-faceted and have impact beyond the business unit. Solutions must be comprehensive, and actions taken with a sense of urgency.

This position has a high freedom to act within significant transactional dollar amounts and the magnitude of responsibility is of high risk impacting a portion of the enterprise.

Skills Descriptors:

Products and Services:

Knowledge of major products and services and product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.
•    Oversees development activities for multiple products or product lines.
•    Advises colleagues on implementation and operational considerations.
•    Coaches others on key factors that differentiate offerings from that of competition.
•    Develops procedures for product planning, development, and delivery cycles.
•    Promotes understanding of multiple product and service groups and their interdependencies.
•    Monitors regulatory and environmental issues and considerations.

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.
•    Anticipates customers' needs and satisfies them proactively.
•    Resolves complex customer complaints or problems.
•    Teaches others how to deliver excellent customer service in a variety of settings.
•    Applies the concept of 'Moments of Truth' to customer service.
•    Participates in developing a variety of effective ways to deal with difficult customers.
•    Recovers from a service failure in a way that enhances customer's esteem of the organization.

Organizational Leadership:

Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.
•    Employs various group decision-making methods depending on the situation.
•    Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
•    Translates vision into specific functional or departmental initiatives.
•    Uses emotional contagion to affect the mood of group members, tone of group and group processes.
•    Uses a normative decision model (with leadership styles and situational variables) to select style.
•    Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.

Strategic Thinking:

Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
•    Directs strategic alliances and partnerships for mutual benefit.
•    Makes sound business decisions on behalf of the group when faced with complex and contradictory alternatives.
•    Builds the strategic thinking capability of the group.
•    Interprets available data and analyses when creating business plans.
•    Recommends ways to position the organization for long-term competitiveness.
•    Prepares the group's response to key marketplace trends, opportunities, and vulnerabilities.

Producing Results:

Understanding of the criticality of getting things done in spite of current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.
•    Ensures time, resources, energy, and actions are focused on priorities that matter to the business.
•    Reliably meets all team commitments, quotas, and goals.
•    Communicates a strong sense of urgency about solving problems and getting work done.
•    Makes effective use of resources not under own direct control.
•    Rarely repeats mistakes; learns and adapts from prior errors.
•    Takes risks in improving products and services while holding self and others accountable.

Competitive Environment:

Knowledge of business market concepts and principles; ability to utilize the processes, tools and techniques for gathering, analyzing, and communicating information about the competitive environment.
•    Utilizes specific approaches and tools for gathering and collating competitive information.
•    Researches features, uses and competitive quality of a specific product.
•    Maintains networks of people and resources for obtaining competitive information.
•    Assists in assessing the competitive environment for a specific market segment.
•    Adheres to organizational protocols, practices and procedures for gathering competitive information.

Knowledge of Customers:

Knowledge of various types of customers and ability to analyze customer activities, profiles and information.
•    Coaches on the adoption of advanced technologies and tools for different customer activities.
•    Teaches employees how to improve billing and invoicing skills for different customers.
•    Develops and nurtures personal relationships with key customer decision makers.
•    Designs department goals, strategies and objectives according to customer requirements.
•    Advises on the appropriate solutions to complex customer problems.
•    Develops standard processes to maximize customer activity efficiency and effectiveness.

Knowledge of Product Line:

Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.
•    Evaluates benefits and competitive advantages of flagship products.
•    Revises standard processes to maximize product lines' efficiency and effectiveness.
•    Supervises others in product planning, design, testing and delivery.
•    Teaches others how to use advanced technologies and tools for product lines.
•    Advises on details of multiple products and product groups.
•    Develops the criteria for assessing product performance.

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 provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays (prorated based upon hire date).

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 caterpillar.com. To connect with us on social media, visit caterpillar.com/socialmedia

#LinkedIn

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.

Not ready to apply? Join our Talent Community .