Manager Customer Services

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 SPM Oil & Gas

SPM Oil & Gas, a Caterpillar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry.

The Role

We are currently seeking an Manager- Customer Services in Midland, Texas. The Manager- Customer Services is responsible for overseeing daily operations across multiple shop functions including the pump shop, flow iron shop, and frac equipment maintenance. This role ensures operational efficiency, safety compliance, and quality standards are met while leading a team of supervisors and technicians.

What You Will Do:

• Manage and coordinate workflow across pump shop, flow iron shop, and frac equipment operations shop to ensure equipment readiness and timely deployment into the field.
• Collaborate with HSE teams to ensure compliance with safety regulations and environmental standards.
• Ensure all equipment is maintained, repaired, and tested according to standards.
• Monitor inventory levels and coordinate with logistics for timely replenishment of parts and equipment.
• Lead and mentor shop supervisors and technicians, assisting with employee development and performance management.  
• Drive initiatives and cost-saving measures across shop operations to improve the coordination of equipment from shop to field to reduce delays or miscommunication.

What You Have – Skills, Knowledge, & Experiences:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:

• Facilitates creation of the 'right' products and services to resolve customer business issues.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Advises others on creating customer focused environments in various scenarios.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Extensive Experience:

• Advises on advanced data gathering and analysis methodologies and technologies.
• Oversees data gathering and analysis activities within the organization.
• Documents sources and validates the accuracy of data analysis by evaluating the pros and cons of data analysis methods used.
• Implements procedures and policies within a data processing function.
• Teaches others how to improve the validity and reliability of data used in various analyses.
• Evaluates best practices of data gathering and analysis within the industry.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Extensive Experience:

• Anticipates customers' needs and satisfies them proactively.
• Resolves complex customer complaints or problems.
• Teaches others how to deliver excellent customer service in a variety of settings.
• Applies the concept of 'Moment