Product Support Manager – Global

About the role

The Product Support Manager will lead the after‑sales department, ensuring high‑quality customer service and driving parts and service turnover worldwide. This senior position reports to regional leadership and works closely with internal and external stakeholders to deliver profitable growth.

Key responsibilities

• Run the after‑sales department and enforce customer‑service protocols.
• Lead the service operational team at branch level and manage Customer Service Representatives.
• Develop and market component rebuild products and solutions for Caterpillar equipment customers.
• Generate parts and service turnover while achieving targeted ROI for stakeholders.
• Drive regional financial targets through balanced scorecards and special pricing strategies.
• Identify strengths and weaknesses in component rebuilds and respond to market opportunities.
• Manage fleet effectiveness and oversee general administration of the department.

Required profile

• Bachelor’s degree in Engineering or B.Tech diploma.
• Caterpillar‑certified earth‑moving technician.
• 5‑7 years of experience in a customer‑support environment, with at least 3 years in a management role.
• Proven track record of leading teams in a participative setting.
• Entrepreneurial mindset and strong people‑management skills.

Required skills

• Mechanical engineering expertise.
• Earth‑moving equipment knowledge.
• Numeracy and practical execution management (planning and organising).

What we offer

• Opportunity to influence global after‑sales strategy.
• Leadership role with significant impact on profitability.
• Collaborative environment with cross‑functional teams.