PRODUCT SUPPORT ENGINEER MANAGER

About the role

The Product Support Engineer Manager is responsible for managing the Product Support Engineer team and providing expert technical support to internal parts and service departments. This position also involves providing direction and assistance to Product Support Engineers and Technicians, and collaborating with Caterpillar engineers in the development of new products.

Responsibilities

• Manage the Product Support Engineer team
• Provide expert technical support to internal parts and service departments
• Collaborate with Caterpillar engineers in the development of new products
• Develop service repair procedures and instructional briefs for use by technicians
• Install and operate all diagnostic equipment for the products CMCo sells and services
• Perform applied failure analysis and parts reusability decisions
• Research product issues and distribute service information to key personnel
• Develop and maintain service information for the products CMCo sells and services
• Provide troubleshooting procedures and instruction to technicians
• Ensure adherence to safety protocols and quality standards
• Handle large volumes of work in a fast-paced environment
• Communicate effectively with internal and external stakeholders
• Support the promotion of a positive customer experience

Requirements

• Skilled in applied failure analysis and parts reusability decisions
• Able to install and operate all diagnostic equipment for the products CMCo sells and services
• Able to develop service repair procedures and instructional briefs for use by technicians
• Knowledge and understanding of all systems available to access service information for the products CMCo sells and services
• Strong mechanical aptitude; able to explain technical issues and outline troubleshooting procedures
• Able to research product issues and distribute service information to key personnel
• Strong organizational skills with ability to prioritize work with competing demands, and develop action plans
• Excellent written and verbal communication skills, and presentation skills
• Strong PC skills and the ability to self-develop and adapt to changing technology
• Able to travel locally, as required
• Excellent driving record
• Able to handle large volumes of work in fast-paced environment
• Promote a positive customer experience
• Uphold the Core Values of Integrity, Commitment, Excellence and Teamwork by embracing The Carter Way

Qualifications

• At least 15 years’ experience with Caterpillar or comparable competitive equipment repair, preferred
• Previous experience in a senior instructional role; Caterpillar, or related equipment industry, service operations background, preferred
• High school diploma or GED, preferred

Skills

• Strong mechanical aptitude
• Ability to explain technical issues and outline troubleshooting procedures
• Strong organizational skills
• Excellent written and verbal communication skills
• Strong PC skills
• Self-development and adaptability to changing technology
• Ability to handle large volumes of work in fast-paced environment
• Promotion of a positive customer experience

Benefits

• Health, dental and vision insurance
• Paid time off
• 401(k), $0.75 to $1.25 match up to 6%
• Life and disability insurance
• In-house training instructors/programs
• Tuition reimbursement
• Employee referral bonus program
• Tool allowances and tool loans
• Discounts on cellular phone service, computers, and vehicles
• Opportunities for overtime
• Shift differential (if applicable)

Pay

Starting Compensation Range: $110,000 - $150,000 per year

Schedule

Not specified