Manager Product Support

Career Area:

Product Support

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.

As the Manager of Product Support for Off-Highway Trucks (OHT), you will lead a high-performing team based in Decatur, Illinois, focused on delivering world-class product quality, reliability, and customer support across Caterpillar's Off-Highway Truck portfolio. Reporting to the Senior Manager of Product Support, this role provides technical leadership throughout the product lifecycle, driving quality improvement, defect reduction, and continuous product improvement (CPI) initiatives that ensure customers receive defect-free machines that maximize reliability, availability, and uptime.

In this highly visible leadership position, you will collaborate closely with manufacturing, engineering, New Product Introduction (NPI), New Source Introduction (NSI), and Advanced Product Quality/Production (APU) teams, while partnering with regional product support organizations, Caterpillar dealers, and customers across North America and Europe. You will lead complex technical problem-solving and root cause investigations, champion corrective and preventive actions, and drive initiatives that improve build quality, manufacturing execution, and product performance.

The impact of this role extends from the factory floor to customer operations, reducing defects before machines reach customers, accelerating product improvements, lowering warranty and repair costs, and strengthening Caterpillar's commitment to delivering an exceptional customer experience.

• Primary location:
  Decatur, Illinois
• Travel: 25-50% (week at a time to customer and testing facilities)
• Relocation assistance:
  Yes
• Visa sponsorship:
  No
• Applications accepted: through September 15, 2026

• Lead the Decatur Off-Highway Truck Product Support team in delivering technical leadership and product support throughout the product lifecycle, ensuring world-class quality, reliability, and customer satisfaction.
• Drive product quality and reliability initiatives for Decatur-built machines through data-driven defect reduction strategies and continuous product improvement (CPI) programs.
• Lead complex technical problem-solving efforts, root cause investigations, and cross-functional corrective action implementation to resolve product and manufacturing issues.
• Develop and execute initiatives that improve DPU (Defects Per Unit) performance at 0, 2, and 12 MIS checkpoints, supporting Caterpillar's goal of delivering defect-free machines to customers.
• Represent Product Support in New Product Introduction (NPI), New Source Introduction (NSI), and Advanced Product Quality/Production (APU) reviews, ensuring quality requirements, action items, and product improvements are effectively executed.
• Partner with manufacturing, engineering, supply chain, and value chain teams to identify opportunities to enhance build quality, improve manufacturing execution, and drive operational excellence.
• Collaborate with regional product support teams, Caterpillar dealers, and customers across North America and Europe to diagnose field issues, improve machine performance, and enhance customer outcomes.
• Accelerate the implementation of product improvements and preventive actions that increase machine availability, reliability, and uptime…