Career Area: Product Support 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. As a OHT Product Support Manager, you will report to the Off-highway Truck (770-777 OHT) Product Value Stream Manager. The primarily responsible is to deliver the target customer experience related to product quality and services in support of our quality and services growth targets. This is a leadership position with a global team that includes Continuous Product Improvement Black Belts, Service Engineers and Life Cycle Managers. We have a fabulous team that does some of the most exciting work at Caterpillar helping customers succeed, and we can't wait for you to join the team! What you will do: * Establish customer experience targets and identify areas of improvement and priorities. * Working with other organization such as engineering, operations, sales & marketing, and dealers to achieve goals. * Set challenging performance goals and provide leadership to a global team who are actively engaged in delivering customer uptime * Collaboration and input on process improvements and resource allocation to improve the customer experience * Determine service level standards for customer service requests. * Provide guidance and answer technical questions for complex issues and procedures or handle technical problems with customers' products. * Implement service strategies to improve repairability, maintenance and aftermarket parts availability. * Develop in-depth knowledge of the products and services, as well as capabilities of team members within the department. * Support New Product Development field validation of machines and services. What Skills you will have: 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. Top Candidates will also have: * Proven leadership experience in a Caterpillar product support or service team * Excellent communication skills (written, oral and presentation) * Proven ability to engage a team and skills for effective collaboration with various internal and external partners * Self-starting individual with high motivation to produce a high-quality product * Strong ability to apply engineering principles to quickly solve complex technical problems * Results oriented person with flexibility to accommodate a fast paced and everchanging environment Additional Information: The primary location for this position is Decatur, IL. Domestic relocation assistance is available. This position may require 25% travel. Sponsorship is not available. 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.) * 401k savings plan * 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) * 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 caterpillar.com. To connect with us on social media, visit caterpillar.com/social-media #LI Posting Dates: August 22, 2024 - September 4, 2024 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.