Product Support Manager - Jakarta

**Career Area:**:Marketing / Sales / Product Support

**Job Description:**:**Your Work Shapes the World**

Whether it be groundbreaking products, best in class solutions or creating a lifelong career, you can do the work that matters at Caterpillar.
With a 95-year legacy of quality and innovation and 150 locations in countries around the world, your impact spans the globe.
When you join Caterpillar, you are joining a team of makers, innovators and doers.
We are the people who roll up our sleeves and do the work to build a better world.
We don't just talk about progress and innovation.
We make it happen.
And we are proud of that, because it helps our customers build and power the world we live in - the roads, hospitals, homes and infrastructure.
Without a dedicated workforce Caterpillar could not effectively meet our customer's needs.
Join us.
Product Support Manager on the Medium Tractor Products (MTP) team with responsibility for the Asia Pacific region.
In this role you will lead the MTP Product Support Team consisting of direct and indirect reports regionally.
You will, proactively manage warranty, engaged voice of dealer support and current product quality directly impacting decisions.
**Job **Duties/Responsibilities **may include, but are not limited to**:

- Manage all Product Support functions associated with NPI development and post-sale service operations in region.
- Manage activities supporting Continuous Product Improvement, reliability engineering, NPI release activities, Warranty Management, accurate operation, maintenance, service and parts manuals, and Service Parts support.
- Research potential product problems and/or develop solutions via contact with district, dealer personnel, and suppliers.
- Develop strategies that will improve NPI reliability and deliver post-sale service capability for dealers and customers in order to meet customer satisfaction and machine reliability targets.
- Provide strategic support, expertise and representation for product liability in conjunction with corporate legal services.
- Resolve machine service issues for Caterpillar dealers and customers through providing level II DSN technical support.
- Participate in NPI programs and process ensuring readiness criteria and both customer and dealer service needs are met for in new products by supervising activities related to new content management, service audits, field validation, technical publications, service parts readiness and product validation programs (i.e.
field follow).
- Supervise activities of a team of 2 regional service engineers

**Basic Qualification**:

- Bachelor's Degree from an accredited college or university.
- Technical understanding of how machine systems interact.
- Demonstrated ability to negotiate and help settle customer disputes and work with local officials to resolve commercial issues.
- Demonstrated analytical thinking and ability to solve problems on the spot.
- Leadership experience as a team lead, project lead, etc.
- Experience working directly with dealer service departments and interfacing with customers.
- Knowledge of standard warranty and goodwill policies.
- Experience leading diverse teams across the Caterpillar matrix to address product issues.
- Solid technical aptitude with good root cause analysis and problem-solving skills.
- Experience with product support tools: QRQM, VisionLink, CPI, RWA, PRWB, SISweb, SIMSi, and PIS.
- Knowledge of machine & component systems: engine, powertrain, hydraulics, structures, cab/hvac, and control systems.
- Supervisory experience.
- Proficient in the Thai language.
- This position requires up to 25% domestic and international travel.
- Relocation assistance is not available for this position.
ISE assignment is not available for this position

Caterpillar is an Equal Opportunity Employer (EEO).
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