Product Support Manager

** 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.

Cat Technology Autonomy and Automation division is currently seeking a Product Support Manager to support Mine Star Detect technologies to be in Tucson, AZ    As Product Support Manager, you will have a significant impact on overall product quality and customer experience for Mine Star Detect technologies. This role will have accountability for collaboration with our process partners, go to market teams, dealers, and customers.

With an emphasis on project management, internal and external relations.

*
* What You Will Do:

*** Lead, and thoughtfully grow, a uniquely capable team that can fulfill a wide range of responsibilities in support of our internal and external customers.
* Implementation and utilization of standard support processes to respond, restore, and resolve issues.
* Participate in regular client and dealer technical meetings, advocate on behalf of the dealer and customer to resolve technical product issues with product development engineering.
* Participate in New Product Introduction (NPI) projects.
* Manage issues within the CPI (product defect) process to assure proper resolution to ongoing issues.
* Act as the liaison between the Caterpillar implementation teams, product development teams, and other support team members ensuring appropriate corrective actions are performed and that industry standard change management and support processes are followed.
** Key Relationships:**
* ** Product Support Manager:
** frequent discussions regarding priorities, directions, and assistance.
* ** Product Support Team:
** frequent interaction and discussions with support analysts located in the United States, Australia, India, and Brazil. Assure knowledge transfers between team members.
* ** Engineering:
** frequent discussions regarding customer problems. Liaison to ensure problem diagnosis, information on patches/fixes and functionality issues are resolved.
* ** Customers and Dealers**: communicate on a regular basis status and resolution of issues
** What You 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.
* ** Technical Excellence**:
Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
* ** Relationship Management:
** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
* ** 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.
* ** 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.
* ** 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. communication behaviors.
** Consideration for Top Candidates:
*** Bachelor’s degree in Engineering or equivalent technical experience
* Proven experience leading or managing teams; those with dynamic workloads
* Experience coaching and managing first-line technical support for enterprise level applications
* Proven experience supporting technology in an…