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Greater Peoria, IL
Greater Peoria, IL

Americas Technical Services and Product Support Manager



IT, Product, Customer Service
mossville, il, usa
Posted on Monday, September 11, 2023

Career Area:

Marketing / Sales / 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.

Job Summary

You will be responsible for providing global managerial and technical direction and stewardship to a staff of applications engineers supporting customer NPI engineering projects, Product Support Reps supporting the Americas region CAT dealers, Perkins distribution and direct OEM’s, Field Engineers supporting NPI and in-service engines, Perkins distribution and direct OEM’s, technical support for Perkins and Caterpillar dealers and Perkins warranty administration. This position faces ongoing change – increased competitive pressures, increasing product complexity and ever increasing customer demands. You will be accountable for the global Industrial applications engineering processes and communicating these to the global team while providing technical guidance regarding customers engineering needs to the NPI process. It involves the application of small, medium and large CPS engines and LPS engines in both Cat and Perkins brands.

Your Team

Reporting to this position are various levels of managers, team leaders, engineers and support personnel operating across the Americas.

What You Will Do:

  • Support 100+ Industrial customer engine engineering projects, ensuring customers technical requirements are delivered and CAT and Perkins engines are installed and applied to the required standards of excellence
  • Provision of A&I guides, dealer A&I training and provision of 3-D models and technical expertise and guidance to all levels of our customers businesses
  • Develop people and global processes supporting dealers and self-servicing OEM’s with leadership and direction for Product support best practice, technical advice, field quality support, factory quality support and rapid response to emerging issues all enhancing our brand value through service and support excellence
  • Track and monitor our commitments to customer first level project plans
  • Develop network of support throughout Caterpillar/Perkins and it’s dealers in deploying and executing the right Product Support models that balance business and customer needs while rapidly resolving customer issues both technically and commercially, preventing reoccurrence
  • Own processes, guide the definition of work processes, and facilitate the acquisition of tools, physical resources, and intellectual capital
  • Build teams, conducting technical reviews and overseeing departmental budget roll-up. This includes sourcing technical talent and growing technical expertise
  • Interface with customers, gather and respond to customer feedback and guide the organization’s focus towards meeting customers’, product, service and business needs
  • Provide clear feedback on customer perception on the quality of products and services
  • Provide global leadership and direction for product training within the Perkins brand channel to ensure high standards are executed across dealers

What you have

Basic Qualifications:

  • Accredited Engineering degree or a closely related technical degree
  • 15+ years of experience integrating major operations, products and diverse strategies to support customer solutions at a global scale
  • Experience leading global, matrixed teams, including mentoring and coaching others
  • Advanced program management and problem solving skills
  • Excellent communication and organizational skills

Top Candidates may also have:

  • Ability to understand, translate and communicate customers’ long term requirements and deliver these requirements through diverse cross-functional teams
  • Strategic planning experience
  • Change Management experience

Additional Information:

The ideal location for this role will be Mossville, IL with ~40% travel within region.


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

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