Product Support Manager

About the role

The Product Support Manager will lead Surmac’s efforts to grow parts sales and service revenue while ensuring high‑quality customer service. This role supports account managers in creating parts and service programs, contracts, and quality initiatives that meet Caterpillar’s standards.

Key responsibilities

• Coordinate and monitor product support performance, recommend improvement actions, and produce regular status reports.
• Advise on promotional programs and contracts for parts and service concepts.
• Align product support actions with Caterpillar’s MDoF strategy and incorporate them into the annual business plan.
• Evaluate and approve departmental budgets and forecasts for parts, product support sales, and service.
• Ensure compliance with agreements with Caterpillar and other suppliers, covering HSE, contamination control, reporting, and learning.
• Determine asset management actions (plant, equipment, logistics, digital resources) together with department managers.
• Manage pricing processes in collaboration with department managers.
• Assess manager performance, conduct appraisals, and define learning plans according to Caterpillar Global Dealer Learning guidelines.

Required profile

• Bachelor’s or Master’s degree in Mechanical Engineering or Business Management.
• 5–8 years of experience in parts sales, service management, or a related field.

Required skills