Product Support Manager

Caterpillar Inc.
March 26, 2019, 7:46 a.m.
April 22, 2019, 8:02 a.m.

Job Description:

Caterpillar’s MineStar Solutions group, a division of the Surface Mining and Technology Division, is currently seeking a Product Support Manager to support MineStar Command for Hauling products. 

This role will be accountable for strong collaboration with our process partners, go to market teams, dealers and customers to drive sense of urgency to address product or performance issues to deliver target fleet uptime and component life. The selected Manager will develop and administer worldwide product support strategy, manage financials and forecasts, and provide global technical support to maximize performance of Command for Hauling truck fleets. This role requires frequent travel to remote mine sites to listen to customers and implement process improvements in overall product support efforts to drive sustainable results of fleet uptime.  This role will be stationed in Caterpillar’s offices in Brisbane, Australia.

Job Duties/Responsibilities may include but are not limited to:

Accountability for working with dealers and customers to monitor the overall product performance and coordinate improvements in reliability, durability, maintainability and serviceability.

Accountability for refining, prioritizing, and organizing product problems for resolution from warranty claims, goodwill management, dealer input, MineStar Solutions Commercial and Industry Tech Rep input, customer input and field investigation.

Monitoring warranty and goodwill globally to ensure accurate execution/ training and drive quality efforts to manage costs.

Accountability for communicating and driving product quality via metrics and Quality Council with MineStar Solutions and process partners.

Accountability for coordinating product problem investigation and resolution using CPI, statistical analysis, physical testing and analysis of field returns.

Accountability for working with engineering to develop ICA and PCA corrective action and implement field fixes and product support programs.

Accountability for providing 24/7 product problem support through Call Center and Sales Force (TSC) Tier 1, 2 and 3 support.

After engineering design verification at NPI GW3, accountability to work with the NPI teams to conduct supplier, manufacturing, and engineering design validation through NPI GW5 Pilot field follow and evaluate overall customer acceptance of new product.

Accountability for conducting serviceability and NPI GW5 Pilot performance audits, and provide input for the setting of product reliability, durability and serviceability goals compared to NPI GW1 technical and functional specifications.

Accountability for the development and execution of MineStar Technology Training.

Ensuring training and parts availability prior to NPI GW6 Product Launch.

Accountability for reducing warranty costs and customer impact of field product problems by developing and initiating cost justify field rework and product support programs.

Accountability for initiating service publications to announce significant product improvements (via Service Magazine) and temporary field fix information (via Tech Info Bulletin).

Accountability for issuing Parts Stock Authorization letters to meet abnormal demands due to new field problems.

Accountability for providing technical product support to CAT dealers, Corporate Account Managers, Subsidiary Service Groups, Warranty Technicians, Sales Development, Product Support Development, Test & Evaluation, Research, Service Training, etc.

Accountability for participating in Safety Audits and provide technical assistance for defense in Product Liability lawsuits.

Accountability for conducting dealer and customer visits to provide expert technical assistance on urgent field problems.

Accountability for establishing and achieving departmental budget in-line with achieving OPACC curve.

Accountability for all personnel issues; performance evaluations of subordinates; and developing and training of subordinates to ensure staff expertise and provide an adequate staffing pipeline (succession planning).


Bachelor’s Degree

6-10 years of leadership experience

Top Candidates Will Also Have:

Mining industry experience

6 Sigma experience

Operations leadership experience

6-10 years MineStar experience

Able to build relationships with various stakeholders

Familiar with Caterpillar dealer network and large mining companies’ operations

Familiar with company policies and procedures with a strong department background.

Excellent human relations and communications skills to develop a cooperative work relationship with others inside and outside the department

Broad company knowledge and strong understanding of dealer operations.

Additional Information:

Global travel up to 30%

This job has expired.

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