Minestar Terrain Onboard Manager Product Support

Product Support Manager

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 MineStar Terrain Onboard (staffed and command) technologies to be in Brisbane, Queensland. As Product Support Manager, you will have a significant impact on overall product quality and customer experience for MineStar Terrain Onboard (staffed and command) 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 communication behaviors.
• 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.

Consideration for top candidates:

• Bachelor's degree in Engineering or equivalent technical experience
• Prior Management or Lead experience (3+ year)
• Proven experience supporting technology in an industrial or production environment. (3+ year)
• Cat New Product Introduction (NPI) process experience
• Proven ability to manage a team with a dynamic workload
• Experienced coaching capabilities for a team managing first-line technical support for enterprise-level applications.
• Strong background in problem management and root cause analysis for complex software and hardware systems with strength in data driven communications and decision making.
• Excellent written and verbal communication skills to interact and build strong relationships with global teams and customers.
• Ability to work both independently and collaboratively as an integral part of local and global teams in a fast-paced environment.
• Self-starter with a proactive mindset, taking initiative to tackle challenges and drive effective solutions forward

Additional information:

• This position requires the candidate to work full-time at the Brisbane office.
• This position requires open pit mine site support work at times. The selected applicant will be required to complete and pass regulatory open pit and underground mine safety training, and travel to and work for short periods of time in open pit and underground mining environments. Time spent in a mining environment would typically include a single work week with daily work in the mining environment.
• Domestic relocation assistance is NOT available for this position.
• Visa sponsorship is NOT available with this position.
• This position will require up to 20% travel

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.