Product Support Manager - Cloud Services and Tool Development

Product Support Manager – MineStar Cloud Applications Lead product support operations for enterprise applications across Azure, AWS, and other cloud environments that deliver solutions to Caterpillar dealers and customers worldwide. Lead and mentor a cross‑functional team of support engineers, data scientists, and application developers to drive operational excellence, accountability, and continuous improvement. Ensure applications adhere to corporate data privacy and cybersecurity policies and controls. Oversee incident management, root cause analysis, and problem resolution to reduce recurring issues and improve system stability. Coordinate and support major system releases and cutovers to ensure minimal customer impact and smooth transitions. Develop and maintain standard operating procedures (SOPs) and knowledge documentation to improve team efficiency and onboarding. Partner with third‑party vendors and internal IT teams to provide application enhancements that improve overall performance, reliability, maintainability, and customer experience. Provide in‑depth technical support and lead problem‑solving and quality implementation efforts for all supported products and services. Qualifications Customer Focus – Knowledge of values and practices that align customer needs and satisfaction as primary considerations, and ability to create customized solutions. Service Excellence – Knowledge of customer service concepts and techniques; ability to meet or exceed expectations and provide excellent service. Effective Communications – Understanding of communication concepts, tools, and techniques; ability to transmit, receive, and interpret ideas accurately. Vendor/Supplier Management – Knowledge of external provider management processes; ability to manage relationships with vendors, service providers, contractors, consultants, and suppliers. IT Service Change Management – Knowledge of change management; ability to reduce incident impact and ensure adherence to standard processes. IT Service Improvement – Knowledge of service improvement tools and management skills to achieve better performance. Additional Considerations for Top Candidates Experience in application support, application development, and/or cloud technologies. Prior leadership experience. Cloud experience or certifications (AWS, Azure). Familiarity with Caterpillar dealer network and large mining operations. Excellent human relations and communication skills for cooperative work relationships. Job Details Location: Tucson, AZ or Peoria, IL office – Full‑time.Domestic relocation assistance available.Visa sponsorship: NOT available.Travel: up to 10%.Pay Range: $147,760.00 – $221,640.00. 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 Legal & Application Information Any offer of employment is conditioned upon successful completion of a drug screen. Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.Qualified applicants of any age are encouraged to apply. #J-18808-Ljbffr