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.About SPM Oil & GasSPM Oil & Gas, a Caterpillar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.We are currently seeking a Product Support Manager located in Midland, Texas. The Product Support Manager provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services.What You Will Do:
Determining service level standards for customer service requests for product lines.
Answering technical questions for complex issues and procedures or to handle technical problems with customers' products.
Prioritize and implement product improvements related to customer issues and manage cost impact.
Implementing service strategies for a given product to improve its repairability and maintenance.
Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department.
What you will have:
Ability to operate a company owned vehicle.
Have a clean driving record, which generally means:
No more than (2) moving violations within the last 12 months.
No more than three (3) moving violations in the past three (3) years.
What You Have – Skills, Knowledge, & Experiences: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.Level Working Knowledge:
Communicates the importance of customer needs/expectations and commits to resolving them.
Researches and verifies customer needs and expectations.
Solicits customer satisfaction feedback and acts on improvement opportunities.
Helps link organizational objectives to customer needs and expectations.
Meets regularly with customers to understand their wants, needs and expectations.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.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.Level Working Knowledge:
Provides a quality of service that customers describe as excellent.
Resolves common customer problems.
Responds to unexpected customer requests with a sense of urgency and positive action.
Provides direct service to internal or external customers.
Documents customer complaints in a timely manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.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 communication behaviors.Level Extensive Experience:
Reviews others' writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Communicates well downward, upward, and outward.
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.Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.Level Working Knowledge:
Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues.
Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components.
Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services.
Applies current procedures and technologies to help resolve technical issues in one's general area of technical competence.
Helps others solve technical or procedural problems or issues.
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
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)
Additional Information
This position is located in Midland, Texas
Relocation is not available for this position
Frequent day trips within the territory will be required. Ability for overnight travel up to 20% of the time.
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 .This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.About CaterpillarCaterpillar 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 have 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.Summary Pay Range:$126,000.00 - $189,000.00Compensation 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:Annual incentive bonus planMedical, dental, and vision coveragePaid time off plan (Vacation, Holiday, Volunteer, Etc.)401k savings planHealth savings account (HSA)Flexible spending accounts (FSAs)Disability benefitsLife InsuranceParental leaveHealthy Lifestyle ProgramsEmployee Assistance ProgramsVoluntary Benefits and Employee DiscountsTuition ReimbursementCareer DevelopmentSubject to annual eligibility and incentive plan guidelines .Posting Dates:January 21, 2025 - January 27, 2025Any 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.Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .