Field Service Manager

Product Support

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.

Role Definition

Provides operational management, support and leadership to field representatives to ensure customer satisfaction is achieved, field issues are resolved, and compliance obligations are met.

Responsibilities

• Plan and organize assignments. Dispatch Field Service Representatives to ensure timely response to customer requests, scheduled maintenance, commissioning, and other customer related activities.
• Hire, assign tasks to, review work for, managing the performance of, and ensure training for subordinate staff in accordance with organizational policies, procedures, and performance management processes.
• Timely review and approval of field employee work orders to ensure prompt customer invoicing.
• Promote sales growth by advising on customer activities and achieving specific customer call targets. Assist in the resolution of turbomachinery issues detected in the field to ensure customer satisfaction.
• Ensure all equipment and material is picked up / delivered / installed from / to / at all customers in accordance with company guidelines and policies, customer expectations, and government regulations.

Degree Requirement

Degree or equivalent experience desired.

Skill Descriptors Knowledge of Organization

Knowledge of the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to understand the value of aligning capabilities with business goals to support optimal performance.

Conflict Management

Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.

Resource Management

Knowledge of the resources required to achieve business objectives; ability to plan, mobilize and distribute resources to fulfill business objectives and plans.

Customer Service Management

Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.

Delegation

Knowledge of the need to delegate tasks to others effectively; ability to motivate associates to take over tasks and responsibilities to accomplish results for which the manager maintains ultimate accountability.

Producing Results

Understanding of the criticality of getting things done despite current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.

Staffing, Hiring, Selection

Knowledge of human resource acquisition policies; ability to participate in the process of recruitment of permanent and contract employees, achieving optimal match between candidate and position.

Safety (Oil and Gas)

Knowledge of procedures, practices, considerations and regulatory requirements for the safety and protection of workers, community, environment and company assets; ability to identify and respond accordingly to work-related hazards.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.

This position is based out of the Pittsburgh District Office.

Summary Pay Range : $108,834.00 - $163,252.00 Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits : Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

This position requires working onsite five days a week. Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com / careers. Any offer of employment is conditioned upon the successful completion of a drug screen. Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.