FMC Product Support Manager

Caterpillar — Chennai, Tamil Nadu

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. Role Definition Provides in-depth technical support and leads problem solving and quality implementation efforts for all supported products and services. Responsibilities • Determining service level standards for customer service requests for product lines. • Answering technical questions for complex issues and procedures or to handle technical problems with customers' products. • Prioritize and implement product improvements related to customer issues and manage cost impact. • Implementing service strategies for a given product to improve its repairability and maintenance. • Developing in-depth knowledge of organizational products and programs, as well as capabilities of team members within the department. Skill Descriptors 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 Working Knowledge: • Communicates the importance of customer needs/expectations and commits to resolving them. • Researches and verifies customer needs and expectations. • Solicits customer satisfaction feedback and acts on improvement opportunities. • Helps link organizational objectives to customer needs and expectations. • Meets regularly with customers to understand their wants, needs and expectations. Data Gathering & Analysis: Knowledge of data gathering and analysis tools, technique

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