Manager Customer Service

Product Support

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.

About Electric Power

Caterpillar's Electric Power Division (EPD) provides integrated power generation solutions, services, and support to customers around the world. Our products and services support critical applications across healthcare, data centers, municipalities, utilities, industrial facilities, and emergency response efforts. We are committed to delivering reliable, sustainable power solutions and exceptional customer support that maximize customer success and operational performance.

Role Definition

Directs all activities and personnel responsible for customer service and technical field support programs for Electric Power products, including installation, commissioning, troubleshooting, maintenance, repair, and customized service solutions.

Builds and maintains strategic service relationships with internal and external customers to support business objectives and enterprise strategy. Leads service operations teams, develops organizational capability, and serves as the point of escalation for complex customer, technical, and operational issues. Partners cross-functionally to ensure service readiness, operational excellence, and superior customer experiences.

What You Will Do

• Create and manage customer service and field service infrastructure while establishing and maintaining organizational readiness through workforce development and technical training.
• Direct, motivate, coach, and develop customer service professionals and technical teams while fostering a culture consistent with Caterpillar values.
• Drive the development of work plans, budgets, schedules, resource allocation strategies, and performance metrics for service operations and personnel.
• Design, price, and manage service programs and support offerings to meet customer requirements and achieve financial and operational objectives.
• Negotiate customized service agreements and technical support contracts with customers and dealers.
• Develop strong partnerships with customers, dealers, and internal stakeholders to enhance satisfaction, loyalty, and business growth.
• Lead resolution efforts for complex customer concerns, technical issues, and service escalations.
• Utilize customer, operational, and business data to drive decision-making, performance improvements, and strategic planning.
• Establish and monitor service excellence standards, ensuring consistent delivery of high-quality customer experiences.
• Facilitate collaboration among service, engineering, product support, sales, and operations teams to support customer success and business objectives.
• Promote continuous improvement initiatives focused on safety, quality, responsiveness, and operational efficiency.

What You Will Have

Customer Focus-Extensive Experience

• Facilitates creation of customer-focused solutions that resolve business challenges and improve outcomes.
• Develops and maintains strong customer relationships through proactive communication, responsiveness, and delivery on commitments.
• Anticipates customer needs and implements strategies to exceed expectations.
• Uses customer feedback and satisfaction metrics to drive continuous improvement.
• Champions customer focus as a key business strategy throughout the organization.

Data Gathering & Analysis-Working Knowledge

• Oversees collection, validation, and analysis of customer and operational data.
• Synthesizes information from multiple sources to identify trends and opportunities.
• Leverages data insights to improve service effectiveness and customer outcomes.
• Ensures data-driven decision making across service operations.
• Promotes best practices in data collection, reporting, and analysis.

Service Excellence-Working Knowledge

• Leads teams in delivering service that consistently meets or exceeds customer expectations.
• Resolves complex customer issues with urgency and professionalism.
• Implements processes that improve customer experience and service quality.
• Promotes accountability for customer satisfaction across the organization.
• Develops effective approaches for managing challenging customer situations.

Consulting-Working Knowledge

• Provides technical and business guidance to customers, dealers, and internal stakeholders.
• Develops and communicates service solutions that align with customer objectives.
• Evaluates alternatives and recommends solutions based on operational and business requirements.
• Manages consulting relationships and service engagements effectively.
• Ensures customer expectations, deliverables, and project scope are clearly defined.

Effective Communications-Working Knowledge

• Communicates effectively with customers, dealers, leadership, and team members.
• Delivers clear presentations, recommendations, and business updates.
• Provides constructive feedback and fosters open communication.
• Adapts communication style to technical and non-technical audiences.
• Promotes collaboration through effective information sharing and stakeholder engagement.

Relationship Management-Working Knowledge

• Builds and sustains positive relationships with customers, dealers, suppliers, and internal partners.
• Monitors customer satisfaction and addresses concerns proactively.
• Collaborates with stakeholders to resolve complex issues and achieve shared objectives.
• Establishes trust through responsiveness, transparency, and accountability.
• Creates opportunities to strengthen long-term business partnerships.

Additional Information

• Location: Alpharetta, GA
• Travel: Up to 25% travel may be required.
• Visa Sponsorship: Not available for this position.

Summary Pay Range:

$112,710.00 - $169,060.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of 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

* These benefits also apply to part-time employees