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Product Support Manager- Perú
hace 3 semanas
**Career Area**:
Product Support
**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.
**Important**:
- Don’t forget to include a resumé in English in your profile in Workday
As a Product Support Manager, you will provide in-depth technical support and lead problem-solving and quality implementation efforts for all supported products within the Southern Cone Mining region. You will establish and maintain high-level relationships with business decision-makers and influence equipment management practices with dealers and customers to improve customer experience. The position often confronts complex, unique issues or problems that require careful analysis, diagnosis, and solutions. The incumbent may modify existing approaches or develop new solutions. Positions reporting directly or indirectly to this position include Technical Service Representatives, Product Support Analysts, and Marketing interns.
**What you will do**:
- Lead the development and execution of standard work to implement product improvements in the field, especially leveraging enterprise product support processes
- Support in the provision of technical responses and guidance for complex issues and procedures and manage the resolution of technical problems with customers' products
- Work closely with regional dealers in directing activities to reduce the impact of product health issues on customer experience
- Prioritize and implement product improvements related to customer issues, manage the impact of product performance issues
- Implement service strategies for a given product to improve its repairability and maintenance
- Develop in-depth knowledge of the organization, including teams, products and projects
- Provide appropriate visibility to problem resolution requirements and priority inside and outside of the organization; effectively gather and communicate voice of the customer
- Collaborate with Caterpillar product groups on creation and deployment of local product support programs
- Collaborate with internal teams and external partners to ensure focus and execution of product improvement processes
- Contribute to the management of risk and warranty
- Lead and mentor a team of product support professionals; support team members in career development; provide leadership in the development and recruitment of future product support talent
- Provide ownership for regional responsibilities for new model introduction to the territory
- Contribute to the success of future machine sales and market postition
- Act as a senior consultant to dealer and customer operations, advising on strategic direction and implementation of effective equipment management practices
- Prioritize and implement product improvements based on customer feedback and cost impact.
- The incumbent sets priorities and establishes a work plan to complete broadly defined assignments and achieve desired results. Impacts key quality goals including Customer Satisfaction, Machine and Parts sales, Continuous Improvement, Dealer Service Operations, Timeliness, Efficiency, Cost Savings, Dealer Process Quality, Mine Site KPI Achievement, etc. The position changes the way work is performed to meet quality goals for the measure(s) stated.
**What you have**:
**Customer Focus and Relationship Management**: 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. Build and maintain strong, collaborative partnerships.
**Technical Excellence and Service Excellence**: Provide innovative solutions to technical challenges and mentor others. Deliver and teach outstanding customer service practices.
**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.
**Problem Solving**: Lead resolution efforts using diverse approaches and tools.
**Effective Communication**: Adapt communication styles to influence and inform across all levels. Leverages a variety of communication concepts, tools and techniques.
**Basic Requirements**:
- Bachelor’s degree or equivalent experience.
- English Pre Advanced
- Demonstrated experience in related industries or fields
- Experience working with Dealers and end users of mining equipment.
- Mining Experience
- Strong interpersonal and communication skills to influence and resolve
