**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. **Important:** -Don’t forget to include a resumé in English in your online profile in Workday -Frequently check the email associated with your application, including the junk/spam folders, since email is the primary correspondence method. If you wish to know the status of your application, please use the candidate log-in on our career website. Any updates to the status of your application will be reflected there. **Job description:** Manages a team of Site Performance Managers who are focused on delivering improvements in maintenance and operational performance to enhance and improve customer experience with Caterpillar products and solutions. Provides consultation and subject matter expertise to internal partners as well as customer and external partners. Works closely with Cat dealers in the development and deployment of customer solutions, particularly related to machine performance, and maintenance and repair excellence. **What will you do:** + Provide leadership including strategic and tactical direction to multiple site specific initiatives focused on improving customer experience + Assign and lead a team of Caterpillar Site Performance Managers who are assigned to specific sites / accounts / projects. Ensure safe and effective development and deployment of improvement projects. + Recruit, develop and retain the best team, ensuring that the skill sets of the assigned personnel meets the needs of the enterprise as well as supporting direct customer engagements + Assisting the sales team by acting as a technical resource during the sales cycle for national or major accounts. Assisting in contract or service agreement negotiations as needed. + Gathering information regarding the nature of customer support issues and reporting trends to engineering for product revisions or enhancements. + Establishing guidelines and define standards for on-site technical support. + Managing communication internally and externally, including customer facing communication. Tracking significant customer requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently. + Consults internally within the organization about customer needs, solutions and best practices. **What you will have:** **Customer Focus and Service Excellence:** 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. 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. **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. **Effective Communications and Relationship Management:** 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. 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. Candidates will have demonstrated the ability to develop improvement programs and projects related to solving underperformance in planning, engineering and maintenance operations. **Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Able to demonstrate expertise in managing customer meetings and reviews to assure service and relationship satisfaction. Provides coaching to others in the value, issues, and methods of customer partnering. Collaborate with customer and internal/external partners in the pursuit of common business objectives. Maintains status information on major developments in customer or partner environments. Works directly with customers discern business trends and their implications. Fosters a climate conducive to establishing positive working relationships with outsiders. **Technical Excellence and Field Support:** Knowledge of mobile mining machinery performance, especially mining equipment management disciplines and strategies. Candidates will have demonstrated experience and expertise in machine maintenance processes and maintenance operations, including maintenance operations key performance indicators. Knowledge of and experience with providing post-sales support; ability to support maintenance of hardware products. **Basic Requirements:** Bachelor’s degree – preferable Engineering or Mining Experience in Mining Equipment Management Demonstrated ability to work with Mining Customers and/or Mining Dealers English Advanced **Top Candidates Will Also Have:** Experience with Mining Caterpillar Products Experience and/or working with Caterpillar Dealers **Additional Information:** This position requires up to 50 % travel. \#LI **Posting Dates:** agosto 7, 2025 - agosto 20, 2025 Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .