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.

The Medium Wheel Loader (MWL) product group at Caterpillar designs, manufactures, and supports products and services that lead the industry in quality, cost efficiency, availability, and technology. Our goal is to help customers achieve greater success with our solutions than with those of our competitors. We are excited to offer an opportunity to join our team as a Global Product Support Manager.

In this role, you will provide leadership to a team of Service Engineers to enhance customer experience, oversee field follow-up programs, and drive the achievement of quality goals.

What you’ll do (Job Duties):

• Respond to complex technical inquiries and resolve issues related to customer products and procedures.

• Identify, prioritize, and implement product enhancements based on customer feedback and issue trends.

• Build deep expertise in company products and programs, and leverage team strengths to drive departmental success.

What you’ll have (Basic Qualifications):

• Service Excellence:

  • Proactively anticipates and resolves complex customer needs, coaches others on service excellence, applying the “Moments of Truth” concept.

  • Develops strategies for handling difficult interactions and turns service failures into opportunities to build customer trust and loyalty.

• Effective Communications:

  • Demonstrates advanced communication skills by tailoring messages to diverse audiences, providing constructive feedback, balancing empathy with assertiveness, using persuasive techniques appropriately, and maintaining clarity and focus across all levels of interaction.

• Problem Solving:

  • Leads complex problem-solving efforts by applying diverse techniques, organizing high-performing teams, capturing lessons learned, and developing effective resolutions to critical issues.

  • Fosters inclusive collaboration, addressing performance challenges, and promoting a positive, growth-oriented work environment.

• Relationship Management:

  • Builds and sustains productive, long-term relationships with clients, vendors, and peers by clearly communicating expectations, negotiating effectively, conducting regular progress reviews, educating support teams on client priorities.

  • Empowers others to foster collaborative, healthy partnerships.

Additional Info:

• Location: Peoria, IL

• Office Model: Caterpillar requires employees to work onsite in the office five days a week.

• Travel: Up to 50% domestic and international travel is expected.

Summary Pay Range:

$156,000.00 - $234,000.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*

• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Relocation is available for this position.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a 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.

Posting Dates:

May 16, 2025 - May 30, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.

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