Manager Customer Service

Career Area: Product Support Job Description: 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…