Product Support Supervisor (GET)

Career Area: Product Support Job Description: 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.
Our Product Support and Logistics Division (PSLD) is one of the most innovative divisions within Caterpillar.
In PSLD, as within all of Caterpillar, our priority is our customers and helping them build a better world.
We touch nearly every element of the services value stream from procurement to design and manufacturing to distribution.
PSLD is responsible for Aftermarket Parts Distribution of Cat Parts, Integrated Logistics, segment Procurement and the design and manufacture of Wear Components (Undercarriage and GET) and Maintenance Components (Seals, Tubes & Hardware, Hose & Couplings, Fluids and Filters).
We’re committed to our customers, who build a better world with our products, services and solutions.
We understand and show the value of why they should always choose us.
We’re exploring new ideas and opportunities – innovating to discover the breakthroughs necessary for tomorrow’s growth.
Through it all, we are one team – creating and delivering world-class components and solutions superior to the competition.
Learn more about the Caterpillar Experience .
What You Will Do: As the Product Support Supervisor (GET) you will provide in-depth technical support, lead problem solving and quality implementation efforts for Ground Engaging Tools (GET) products and services, develop and execute vision for continuous improvement in GET product support.
You will supervise a global team of five (5) GET technical support experts (Services Engineers and Continuous Product Improvement (CPI).
Manage GET warranty, including identifying emerging issues, prioritizing, and assigning resources to investigate and resolve.
Drive continuous improvement in GET product support, understanding pains and gaps – seeking input from team, process partners, and downstream customers, identifying/evaluating/prioritizing/executing improvement projects and ideas.
In addition to supervision and process improvement, there is an expectation that this person will also have a “player/coach” type of role by helping directly lead some CPI and issue resolution projects.
Job Responsibilities: Ensure that technical questions for complex issues and procedures or technical problems are addressed by the Product Support Team in a timely and thorough manner.
Prioritize and implement product improvements related to customer issues and manage cost impact.
Implementing services strategies for a given product to improve its reparability and maintenance.
Developing in-depth knowledge of GET products and publications, as well as capabilities of team members within the department.
Other duties as assigned by Caterpillar management from time-to-time.
What You Have (Basic Requirements): Knowledge of Parts/Aftermarket Product Support organizations and processes and familiarity with dealer and Caterpillar roles and resources.
Previous experience working field product technical issues with dealers.
Product problem project leadership experience: ability to lead and coach others in the execution of CPI and issue resolution projects.
Knowledge and expertise with Product Support systems and tools: Customer Relationship Management (CRM) including Dealer Service Network (DSN), Parts Tech, CPI/BIQ, Dealer Product Problem Management (DPPM).
Knowledge and expertise with Product Support publications and processes: SISweb, Special Instructions, Service Mag articles and publishing, etc.
Ability to lead problem solving investigation projects, using approaches such as 6 Sigma, 8D, CPI; ability to thoroughly investigate and complete root cause analysis and identify and implement effective corrective actions.
Ability to prioritize issues and guide team to effectively resolve multiple issues at a time.
Strong communication skills for conveying issue status, seeking information needed, and building team’s capabilities to do so.
The ability to travel domestically and internationally up to 15% of the time.
What You Have (Preferred Qualifications): Knowledge and experience with Caterpillar warranty tools and policies.
Spirit of continuous improvement to identify opportunities to further improve our support methods and materials and drive team projects to refine and implement these.
Knowledge of GET products, applications, issues, manufacturing, etc.
Additional Information: Location: Peoria, IL (USA) Posting Close Date: Tuesday (1/30/2024) Relocation assistance is eligible for the right candidate.
#LI #BI Relocation is available for this position.
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.
Any offer of employment is conditioned upon the successful completion of a drug screen.
EEO/AA Employer.
All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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