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Caterpillar Inc. · 4 days ago

Manager, Product Support Operations (Repair Shop)

Peoria, IL

Full-time

Onsite

Mid, Senior Level

$145K/yr - $217K/yr

5+ years exp

Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, and they are seeking a Manager of Product Support Operations within their Global Service Operations. In this role, you will manage a team responsible for supporting dealers in repairs and rebuilds, focusing on improving efficiency and quality while delivering high-quality service to customers.

ConstructionMachinery ManufacturingManufacturingMechanical Engineering

No H1B

Responsibilities

Collaborate with Industries on services growth plans to ensure dealer shop and field service capabilities are in place

Develop and enhance current and future dealer repair / rebuilds on a global basis

Support functions such as Reuse & Salvage, CRC, Service Tooling, Service Data, Service Engineering, Condition Monitoring, Standard Work and other dealer repair and rebuild support initiatives

Support dealers in operational excellence

Ensure the best offering by leveraging efficiencies and alignment of product offerings

Ensure safety in all operations processes

Lead a team of seven management personnel that include:

Dealer Machine Rebuild PQVC improvements

Shop & Field Repairs

Certified Rebuild service operations

Facility Planning

Serviceability support for NPI

Contamination Control

6Sigma Project Leadership

Qualification

Rebuilding EquipmentCaterpillar Products KnowledgeService ExcellenceCustomer FocusDecision MakingLeadershipConsultingRelationship ManagementCollaboratingInterpersonal Skills

Required

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

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

Collaborating: Knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative 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

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers