Product Support Manager

About the role

The Product Support Manager will lead the after‑sales department, ensuring high‑quality customer service and driving parts and service turnover. This role combines operational leadership, technical expertise, and commercial acumen to deliver targeted returns for stakeholders.

Key responsibilities

• Run the after‑sales department and enforce customer‑service protocols.
• Develop and market component rebuild products to internal and external customers.
• Provide solutions for Caterpillar equipment owners, increasing parts and service sales.
• Generate profitable parts and service turnover while minimizing total ownership costs.
• Manage Customer Service Representatives and oversee general department administration.
• Build effective relationships with customers, colleagues, and principals through clear communication.
• Drive regional financial targets using Balanced Scorecards.
• Identify strengths and weaknesses in component rebuilds and respond to market opportunities.
• Negotiate special pricing, marketing strategies, and after‑sales incentive schemes with Caterpillar.

Required profile

• Engineering degree (B.Eng) or B.Tech diploma.
• Caterpillar‑certified earth‑moving technician.
• Minimum 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.
• Strong commercial orientation and entrepreneurial flair.

Required skills

• Caterpillar‑certified earth‑moving technician
• Engineering degree (B.Eng or B.Tech)
• Mechanical ability