Principal Digital Product Manager; Dynamics 365 Field Service

Caterpillar D365 Field Service Product Manager

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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 Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary

Caterpillar is seeking a well-qualified D365 Field Service Product Manager, Digital Product, who will be responsible for supporting the service delivery, work order management, scheduling, and asset management functional needs of the Caterpillar Enterprise Field Service Platform for our Caterpillar Dealers. The Caterpillar Field Service product will be built using Microsoft Dynamics 365 Field Service and aims to optimize dealer operations by improving service scheduling, work order execution, technician productivity, and asset-based customer insights.

The Caterpillar Field Service template seeks to transform our dealer operations by equipping our Dealers with a modern, data-driven service management solution that enhances customer experience, improves uptime, and strengthens dealer capabilities in the field.

What You Will Do

The D365 Field Service Product Manager will partner with stakeholders to gather and define requirements that align with service delivery, asset maintenance, and dealer support objectives. The product manager coordinates with product development engineers to track and communicate design, development, support, and maintenance activities. Additionally, the role will drive continuous improvement to enhance service efficiency, technician effectiveness, customer satisfaction, and reporting accuracy.

Key Responsibilities Include

• Define and communicate the product vision, roadmap, and release plans for D365 Field Service aligned with business goals and service delivery priorities.
• Own, prioritize, and manage the D365 Field Service product backlog with a focus on dealer service operations and customer support. Stay current with Microsoft D365 Field Service updates and recommend features that enhance dealer field service and asset management.
• Collaborate with Caterpillar, Caterpillar Dealers, and business stakeholders to elicit, analyze, and document complex business requirements, translating them into actionable specifications
• Partner with Microsoft and our Systems Implementation Partner to translate requirements into user stories and acceptance criteria tailored for our industry.
• Act as the voice of the Dealer throughout the development process, ensuring the requirements from our stakeholders and end-users are incorporated into the application solution.
• Ensure all aspects of Dealers service delivery and asset management processes are covered by the capabilities within the Cat Dealer Field Service product.
• Coordinate with other Product Managers for cross-functional requirements and roadmap planning to deliver Dealer Business Processes.
• Oversee the Field Service implementation to ensure it meets specifications and Caterpillar quality, security and usability standards.
• Participate in acceptance testing and training of the application with stakeholders throughout the product lifecycle.
• Certify the Field Service product (and capabilities) meets acceptance criteria, while prioritizing / remediating any issues through release cycles.
• Demonstrate and create demo materials showcasing the CAT Field Service template functionality.
• Coordinate and validate business requirements to support timely and high-quality software releases.
• Facilitate sprint planning, backlog refinement, and stakeholder communication to ensure business value delivery.
• Partner with cross-functional teams to manage release dependencies, clarify requirements, and maintain alignment throughout the development cycle.
• Build and maintain strong relationships with key stakeholders, including Cat Digital leads, external vendors and Caterpillar Dealers
• Work in conjunction with the Dealer Advisory Board to identify opportunities to improve Dealer processes, drive operational consistency through the Field Service template and identify change management requirements for the Dealers
• Collaborate with Training departments to deliver user training programs, provide ongoing support and address user issues / enhancement requests
• Collaborate and produce product documentation for the Field Service application with the Support team to generate adequate support materials, workflows and playbooks to ensure Dealer use and understanding of the product. Additionally, assist in resolving or remediating issues as needed.

What You Will Have

• Hands-on experience with Microsoft Dynamics 365 Field Service (or related FSM platforms) in a product or process leadership role.
• Understanding of Field Service configuration, security, and integrations with related systems.
• Awareness of Microsoft release cycles and ability to assess new features for business value.
• Knowledge of Field Service product lifecycle management, including adoption and change management.
• Strong understanding of service workflows: work order creation, dispatching, scheduling optimization, preventive maintenance, and customer asset history.
• Ability to identify gaps in service processes and design system-driven solutions.
• Experience supporting KPIs such as first-time fix rate, technician utilization, SLA compliance, and asset uptime.
• Analytical skills to interpret service data and identify opportunities for process improvement.
• Ability to support Service leadership with insights for operational efficiency and customer experience.
• Familiarity with reporting tools (e.g., Power BI, Dynamics 365 dashboards) for service performance.
• Ability to translate technical requirements into business-friendly terms.
• Skilled at facilitating workshops, demos, and discussions with service, IT, and dealer stakeholders.
• Strong presentation and negotiation skills to align diverse stakeholders.
• Collaborative approach to building consensus and driving adoption across departments.
• Documents resolution progress and provides feedback to customers.
• Describes issues and consideration for resolving problems involving other products or vendors.
• Works with tracking and resolving common types of problems, providing examples and follows proper notification and escalation procedures when needed.
• Proven experience owning a product backlog, defining roadmaps, and managing releases.
• Skilled in writing clear user stories and acceptance criteria based on stakeholder input.
• Comfortable leading sprint planning, reviews, and retrospectives with cross-functional teams.
• Ability to balance competing priorities and ensure alignment with business objectives.

Considerations For Top Candidates

• Participates in User Acceptance Testing (UAT)
• Software Product Management
• Bachelor's degree in Business Administration, Information Systems, or equivalent experience.
• Experience as a Product Owner, Field Service Analyst, or Service Process Lead.
• Proven knowledge of service and support processes: scheduling, work orders, asset lifecycle management, SLAs, and technician enablement.
• Familiarity with service adoption strategies, data quality standards, and customer experience best practices.
• Agile/Scrum experience with system enhancement delivery.
• Strong leadership in working within a cross-functional organization to coordinate development, dependencies and risks for product delivery
• Experience in Dealer and / or Rental industry is a plus

Ability to travel up to 20% - typically to Cat Digital hubs and/or Dealers in various regions

Summary Pay Range: $144,960.00 - $235,440.00

Compensation 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: Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*