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Greater Peoria, IL
Greater Peoria, IL

Product Support Manager



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Product, Customer Service
mossville, il, usa
Posted on Thursday, February 8, 2024

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.

Your Work Shapes the World

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar. With a greater than 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe. When you join Caterpillar, you are joining a team of makers, innovators, and doers. We are the people who roll up our sleeves and do the work to build a better world. We don’t just talk about progress and innovation. We make it happen. And we are proud of that, because it helps our customers build and power the world we live in – the roads, hospitals, homes, and infrastructure. Without a dedicated workforce Caterpillar could not effectively meet our customer’s needs. Join us.

Our customers have come to expect high quality and productivity from our equipment and we continually work to ensure those expectations are met or exceeded. We have an excellent opportunity for you to impact these efforts as a Product Support Manager on the Industrial Power Systems Division (IPSD) team! In this role you will lead the IPSD Product Support Team for Americas region consisting of direct and indirect reports. You will proactively monitor engine quality and warranty.

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

  • Lead DSN (Dealer Solutions Network), Service Engineering and Field Service teams for Americas region

  • Analyze product health information for each engine. Review, analyze and communicate emerging issues.

  • Develop and communicate CPI (Continuous Product Improvement) “Find It” input to product organizations

  • Develop field support plan (service letter) for field resolution working with the CPI Blackbelts

  • Resource planning and prioritization

  • Drive global workstream alignment with other regions to provide consistent process across all 3 regions

  • Identify and lead process improvements to increase efficiency and velocity

  • Resolve machine service issues for Caterpillar dealers and customers through providing level II DSN technical support and Field service teams as required

  • Deliver regular quality updates to the Leadership team

  • Support Caterpillar global process partners and Industrial team.

  • Impact key quality goals including Customer Satisfaction

  • Maintain a positive and high performing team environment

Basic Qualifications:

  • Engineering degree or equivalent experience

  • 8+ years of experience in Engines, Product Support or Service Engineering required

  • Engine product and technology knowledge required

Top Candidates will also have:

  • Prior supervisory / leadership experience

  • Advanced engineering or business degree

  • Knowledge of the Caterpillar Service Network is highly desired.

  • Expert communicator, proficient in building collaborative partnerships to work across a complex internal and external organizations

Additional Information:

  • Location(s): Mossville IL .

  • Domestic relocation 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 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

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’s Industrial Power Systems Division (IPSD) designs, tests and manufactures 0.5 to 18L engines that not only power Caterpillar machines, but also power over 5000 other applications including Marine, Petroleum, Industrial Applications, Electric Generators, and Locomotives. Caterpillar’s company strategy includes sustainability as one of four focus areas and IPSD is engaged and actively preparing green energy solutions for the future.

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

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to 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 #LI

Posting Dates:

February 7, 2024 - February 20, 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.

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This job is no longer accepting applications

See open jobs at Caterpillar.