Product Support Manager - AES (advanced Electrical Services)

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.

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We're committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

The Product Support Manager leads a sales team in driving accelerated profitable growth for the Advanced Electrical Services (AES) business. This role is responsible for developing a keen understanding of the assigned account(s) business needs and drivers, decision making process, and buying behavior. They will lead the development and delivery of specifically tailored value propositions, accurate recommended solution proposals, and complete customer life cycle services. Solutions will encompass Caterpillar Switchgears entire electrical portfolio consisting of Products, Systems, Solutions, and Services. Role will apply experience and knowledge to develop account plans and methodologies to improve dealer marketing and sales capabilities and overall customer experience. Incumbent is accountable for contribution to the identification, analysis and resolution of marketing and sales distribution needs and problems in assigned discipline/district. Position performs complex analysis work, identifies and resolves problems that are less tactical and more strategic in nature. Challenges include developing and meeting expectations in delivering results, considering and recommending alternative courses of action and making timely decisions. Will report to the AES Product Line Manager. Reporting directly to this position are regional AES Sales Representatives.

Responsibilities include:

• Establishing and reviewing proposals for Caterpillar AES products. The process includes analysis of sales history, volume forecast, competition, product quality, product availability, value premiums, costs and related factors.
• Developing advanced strategic recommendations incorporating entire value chain and external forces used in the tactical analysis and additional areas such as: forecasted economic activity, product configurations, exchange rate changes, market/industry changes and other factors influencing sales and profit goals.
• Leading, coordinating and defining a single, action-oriented account plan including input from all members of the sales, service, and support teams assigned and associated with the accounts and as mutually agreed, where appropriate, by the assigned account(s).
• Overseeing the execution of the account plan, providing required status and results reporting on a monthly, quarterly, and annual basis.
• Ensuring necessary regional and local account sales as well as service and support resources are assigned, engaged in the execution of the account plan, actively and with agreed priority.
• Resolving any resource misalignment or account priority issues with the appropriate regional or local resource structural manager.
• Understanding the current customer/dealer market and needs, as well as understanding how and why decisions are made within their work group and organization.
• Applying decisions to support and develop product sales, dealer effectiveness, overall segment growth, process improvements, etc.
• Staying informed/aware of industry and technology changes and relating those changes to Caterpillar, dealer and customer needs.
• Providing leadership within the Advanced Electrical Services space, including product knowledge, dealer deployment, analytics, etc. to support sales/commercial goals.
• Collaborating with other functions and businesses during planning and process improvement activities to ensure the timely completion of all corporate objectives and milestones.
• Coaching, developing and building marketing competencies/skills/knowledge for direct reports.

Travel as required – anticipated up to 50-60%.

What you have:

Degree requirement: Bachelor's degree or equivalent experience preferred but not required.

Customer Focus & Service Excellence: Ability to demonstrate 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. Knowledge of customer service concepts and techniques; ability to provide excellent service in a direct or indirect manner.

Technical Excellence: Knowledge of power systems technology and various application methods; ability to provide solutions to significant technical challenges. Experience working in technical business operations, marketing or sales preferred.

Data Gathering & Analysis: Strong analytical ability and initiative; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

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.

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.

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

Other:

• Position may be located in Alpharetta, GA, Peachtree City, GA, Fountain Inn, SC, Fisher, IN, or Wayne, PA.
• Position requires 50-60% travel.
• Relocation is not available.
• Sponsorship is not available.

Summary Pay Range: $110,520.00 - $165,840.00 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:

• 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*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement*

* These benefits also apply to part-time employees

This position requires working onsite five days a week. Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.