Product Support Manager

Career Area: Product SupportJob 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 the Product Support Manager for Resource Industries Sales, Service & Technology division of Caterpillar you will lead a small team that is the primary conduit between the dealers and customers and Caterpillar for product performance and problem management within an assigned territory.This role reports to a regional Director Sales & Marketing and works closely with product groups, dealers, and customer contacts to provide technical support for Caterpillar's extensive range of mining products.This role provides an opportunity to make a difference to both the Caterpillar product and our customer's experiences.Job duties but not limited to:Lead, manage, mentor, coach a team to achieve business objects, whilst ensuring team success.Works closely with dealers and customers to identify Continuous Product Improvement (CPI) opportunities for the ongoing improvement of our products.Assist Product Groups with prioritization of CPI's by providing required commercial impact statements, Voice of Customer and Dealer feedback.Be Caterpillar's lead for Product Problem Management discussions with dealers and customers.Act as a key resource to support execution of product performance improvement initiatives at target sites.Manage service and commercial goodwill support administration across allocated dealers and customers.Support NPI (New Product Introduction) and NMI (New Market Introduction) launches in the allocated territory.Positions reporting directly to this position include:Product Support RepresentativeSite Performance ManagerBackground Experience:A tertiary qualification within a relevant field or equivalent experienceSignificant experience within a heavy industrial, field-based role.Ability to communicate effectively across the organisation and with dealer personnel and customersAbility to deal with sensitive issues, develop others, and persuade others inside & outside the business unit and Caterpillar to take actionMust will be willing and able to travel both internationally and domestically up to 50%Desired Skills and Experience:Previous supervisory experienceAn Understanding of the working principles of an OEM and dealer relationshipExposure to Six Sigma principles or LEAN PrinciplesCaterpillar of Australia is not currently hiring foreign national applicants that require or will require sponsorship.Posting Dates: March 28, 2024 - April 25, 2024Caterpillar is an Equal Opportunity Employer (EEO).Not ready to apply? Join our .