Product Support Strategic Projects Manager

Job Description

Job Description

Description

The Product Support Strategic Projects Manager leads the planning, field execution, customer relationship management, and successful delivery of large-scale, high-value Product Support projects and strategic contracts. This role serves as the primary liaison between the customer, HOLT leadership, field operations, supporting dealers, vendors, and internal resources to ensure project scope, schedules, staffing, safety expectations, customer commitments, and business objectives are met. The role provides strategic oversight and hands-on field support to remove barriers, align resources, manage risk, and strengthen long-term customer partnerships.  The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Leads the execution of large-scale, high-value Product Support projects and strategic contracts from planning through completion, ensuring customer commitments, project milestones, and business objectives are achieved
• Serves as the primary customer relationship owner for assigned strategic projects, maintaining regular communication with customer leadership, site contacts, and key stakeholders to ensure alignment, responsiveness, and a positive customer experience
• Coordinates all field execution activities, including work planning, scheduling, jobsite readiness, resource allocation, project status updates, issue resolution, and follow-through on customer requirements
• Partners with Product Support, Sales, Service, Parts, Rental, Safety, Finance, Procurement, supporting dealers, vendors, and other internal teams to ensure the appropriate crews, equipment, materials, tooling, and resources are available to support project needs
• Provides field leadership and project direction to crews, supervisors, technicians, vendors, and supporting resources to ensure work is performed safely, efficiently, and in accordance with customer expectations and company standards
• Visits customer locations and jobsites to assess project progress, identify risks or barriers, coordinate corrective actions, and support field teams in resolving operational or technical issues
• Maintains awareness of customer activity, project scope, contract requirements, schedule changes, resource needs, and potential risks; serves as the company expert and liaison for assigned strategic projects
• Develops, monitors, and communicates project plans, schedules, action items, performance updates, and escalation items to leadership, customers, and internal stakeholders
• Conducts regular project and partnership health checks with customers and internal stakeholders to evaluate progress, service quality, risk areas, and opportunities to strengthen long-term relationships
• Collaborates with leadership to evaluate project performance, financial impact, customer satisfaction, operational effectiveness, and opportunities for revenue growth or expanded Product Support solutions
• Supports business reviews, project closeouts, lessons learned, and related reporting by initiating, completing, and analyzing project documentation and recommending appropriate corrective action
• Creates value through proactive safety planning, jobsite coordination, compliance with customer safety requirements, and alignment with HOLT safety initiatives
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• Expert knowledge of Product Support operations, Caterpillar products, dealer services, field service execution, and customer support processes
• Advanced knowledge of large-scale project management, jobsite coordination, customer account management, contract execution, and operational planning
• Strong ability to lead cross-functional teams, field crews, vendors, and supporting resources without losing focus on safety, quality, schedule, cost, and customer experience
• Proficient with MS Office Word, Excel, Outlook, project tracking tools, reporting systems, and customer/project documentation
• Understands the implications of new information for current and future problem-solving, decision-making, resource planning, and risk mitigation
• Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to project and customer challenges
• Exceptional attention to detail with the ability to manage complex scope, competing priorities, critical deadlines, and multiple stakeholder expectations
• Driven and results oriented; focused on project delivery, customer retention, operational performance, KPI achievement, and strategic growth of Product Support solutions
• Excellent oral and written communication skills with strong interpersonal skills to establish working relationships with customers, leadership, field teams, supporting dealers, vendors, and multiple departments
• First-class organizational, multi-tasking, planning, and time management skills; deadline oriented with the ability to move work forward in a fast-paced field environment
• Understands written sentences and paragraphs in work-related documents and communicates effectively in writing as appropriate for the needs of the audience
• Ability to work with all levels of personnel within the organization, customer operations, jobsite contacts, and external business partners
• Ability to perform mathematical computations such as percentages, fractions, addition, subtraction, multiplication, and division quickly and accurately
• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy, timeliness, and follow-through
• Ability to read, analyze, and interpret contracts, scopes of work, professional journals, technical procedures, governmental regulations, and customer requirements
• The ability to listen to and understand information and ideas presented through spoken words and sentences

Requirements

Education and Experience:
• High school diploma or equivalent required; bachelor's degree in Business, Construction Management, Engineering, Project Management, or a related field preferred; equivalent combination of education and experience may be considered
• Minimum of four years of related experience in Product Support, field service operations, construction/project management, complex account management, or large-scale contract execution is required; six or more years preferred
• Experience leading cross-functional field teams, managing customer-facing projects, coordinating crews/resources, and supporting high-value customer relationships is preferred

Supervisory Responsibilities:
• Provides project direction and functional leadership to internal teams, field crews, vendors, supporting dealers, and other resources assigned to strategic projects; may not have direct reports

Travel:
• Extensive driving and frequent jobsite visits required; overnight travel required based on customer and project needs
• Valid driver’s license

Physical Requirements:
• This position involves extended periods in a stationary position; additionally, occasional movement inside the office and at customer or project sites to access office machinery, equipment, file cabinets, vehicles, and work areas
• This role requires field work and field capabilities to include jobsite visits, visual inspection of equipment and work areas, coordination with crews, and supervision of customer or contractor activity at times
• This role frequently communicates with others and must be able to exchange accurate information in these situations
• This role routinely uses standard office equipment such as computers and phones

Work Environment:
• This job is performed in a retail and office environment as well as in the field; exposure to computer screens; exposure to noise, dust, grease, fumes, gases, heat, cold, and inclement weather conditions
• Frequently works at a fast pace with unscheduled interruptions

Disclaimer : Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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