Principal Digital Product Manager; Dynamics 365 Field Service

Career Area:

Technology, Digital and Data

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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:
Caterpillar is seeking a well-qualified D365 Field Service Product Manager, Digital Product, who will be responsible for supporting the service delivery, work order management, scheduling, and asset management functional needs of the Caterpillar Enterprise Field Service Platform for our Caterpillar Dealers. The Caterpillar Field Service product will be built using Microsoft Dynamics 365 Field Service and aims to optimize dealer operations by improving service scheduling, work order execution, technician productivity, and asset-based customer insights.

The Caterpillar Field Service template seeks to transform our dealer operations by equipping our Dealers with a modern, data-driven service management solution that enhances customer experience, improves uptime, and strengthens dealer capabilities in the field.

What You Will Do:

The D365 Field Service Product Manager will partner with stakeholders to gather and define requirements that align with service delivery, asset maintenance, and dealer support objectives. The product manager coordinates with product development engineers to track and communicate design, development, support, and maintenance activities. Additionally, the role will drive continuous improvement to enhance service efficiency, technician effectiveness, customer satisfaction, and reporting accuracy.

Key responsibilities include:

Product Vision & Strategy: 

• Define and communicate the product vision, roadmap, and release plans for D365 Field Service aligned with business goals and service delivery priorities.

Field Service System Ownership:

• Own, prioritize, and manage the D365 Field Service product backlog with a focus on dealer service operations and customer support. Stay current with Microsoft D365 Field Service updates and recommend features that enhance dealer field service and asset management.

Requirements Definition:

• Collaborate with Caterpillar, Caterpillar Dealers, and business stakeholders to elicit, analyze, and document complex business requirements, translating them into actionable specifications
• Partner with Microsoft and our Systems Implementation Partner to translate requirements into user stories and acceptance criteria tailored for our industry.
• Act as the voice of the Dealer throughout the development process, ensuring the requirements from our stakeholders and end-users are incorporated into the application solution.
• Ensure all aspects of Dealers service delivery and asset management processes are covered by the capabilities within the Cat Dealer Field Service product.
• Coordinate with other Product Managers for cross-functional requirements and roadmap planning to deliver Dealer Business Processes.

Delivery and Execution:

• Oversee the Field Service implementation to ensure it meets specifications and Caterpillar quality, security and usability standards.
• Participate in acceptance testing and training of the application with stakeholders throughout the product lifecycle.
• Certify the Field Service product (and capabilities) meets acceptance criteria, while prioritizing / remediating any issues through release cycles.
• Demonstrate and create demo materials showcasing the CAT Field Service template functionality.

Release Management:

• Coordinate and validate business requirements to support timely and high-quality software releases.
• Facilitate sprint planning, backlog refinement, and stakeholder communication to ensure business value delivery.
• Partner with cross-functional teams to manage release dependencies, clarify requirements, and maintain alignment throughout the development cycle.

Stakeholder Management:

• Build and