Product Support Technology Manager

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.

As a Product Support Technology Manager, you will own the development, support, and enhancement strategies for equipment management technology products and processes. You will collaborate across CS&S, dealers, and customers to deploy technology solutions that generate actionable equipment management insights. This role focuses on driving adoption, scaling value internally, and leveraging data to inform business decisions. The position regularly addresses complex, cross-functional challenges that require strong analytical thinking, stakeholder alignment, and consultative problem solving.

Why This Role Is Exciting:

• Technology Ownership & Impact: Lead the strategy and evolution of equipment management technology that directly supports business and customer outcomes.

• Enterprise Collaboration: Partner internally and externally to deploy tools that influence how equipment management decisions are made.

• Data-Driven Influence: Use insights across sites to demonstrate trends and guide product and process improvements.

• Scalable Value Creation: Focus on scaling technology solutions and ensuring sustained value realization across the organization.

• Customer-Centered Innovation: Translate customer needs and contract considerations into prioritized product enhancements.

What You Will Do:

• Technology Strategy & Product Development: Own the development, support, and enhancement strategy for equipment management technology products and processes.

• Stakeholder Collaboration: Collaborate with internal teams, dealers, and customers to deploy technology tools and drive key equipment management insights for CS&S.

• Business Requirements & Prioritization: Define, set, and prioritize business requirements to direct product development and increase user adoption.

• Data & Insights Utilization: Leverage data and analytics to support business decisions and demonstrate equipment management trends across multiple sites.

• Dealer & Customer Enablement: Enable Job Site Solutions (JSS) deployment of technology to dealers and customers, supporting effective implementation and use.

• Value Realization & Scaling: Drive intentional efforts to scale technology solutions internally and ensure value is realized.

• Product Improvement & Contract Support: Prioritize and implement product improvements related to customer issues and contract management needs.

• Cross-Technology Integration: Serve as a liaison with process partners to integrate development efforts across technologies.

• Product & Program Expertise: Develop in-depth knowledge of equipment management products and programs to effectively partner in ongoing development.

What Skills You Will Have:

Customer Focus – Demonstrate the ability to align customer needs and satisfaction with business decisions by thoroughly researching, verifying, and understanding customer expectations. Effectively solicit and incorporate customer feedback, acts on improvement opportunities, and connects organizational objectives to customer priorities through consistent engagement and relationship‑building.

Data Gathering & Analysis – Show strong working knowledge of data gathering and analysis by actively participating in the collection, documentation, and evaluation of organizational data. Identifies issues in the data collection process and applies foundational analytical tools and techniques to support accurate, objective conclusions.

Service Excellence – Consistently deliver service that meets or exceeds customer expectations through timely, accurate, and professional support. Demonstrate the ability to resolve common customer issues, respond to unexpected requests with urgency and positive action, and document customer concerns in a clear and timely manner.

Consulting – Provide effective technical and business guidance by clearly communicating requirements, deliverables, costs, and critical considera