Product Support Strategic Projects Manager

Product Support Strategic Projects Manager

Department: Machine Division (MAC)

Employment Type: Full Time

Location: Irving-Las Colinas

The Product Support Strategic Projects Manager leads the planning, field execution, customer relationship management, and successful delivery of large-scale, high-value Product Support projects and strategic contracts. This role serves as the primary liaison between the customer, HOLT leadership, field operations, supporting dealers, vendors, and internal resources to ensure project scope, schedules, staffing, safety expectations, customer commitments, and business objectives are met.

The role provides strategic oversight and hands‑on field support to remove barriers, align resources, manage risk, and strengthen long‑term customer partnerships. The incumbent in this position is expected to model the following practices daily:
1) Demonstrate alignment with the company's mission and core business values;
2) Collaborate with key internal/external resources;
3) Participate in ongoing self‑development.

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Leads the execution of large-scale, high-value Product Support projects and strategic contracts from planning through completion, ensuring customer commitments, project milestones, and business objectives are achieved
• Serves as the primary customer relationship owner for assigned strategic projects, maintaining regular communication with customer leadership, site contacts, and key stakeholders to ensure alignment, responsiveness, and a positive customer experience
• Coordinates all field execution activities, including work planning, scheduling, jobsite readiness, resource allocation, project status updates, issue resolution, and follow‑through on customer requirements
• Partners with Product Support, Sales, Service, Parts, Rental, Safety, Finance, Procurement, supporting dealers, vendors, and other internal teams to ensure the appropriate crews, equipment, materials, tooling, and resources are available to support project needs
• Provides field leadership and project direction to crews, supervisors, technicians, vendors, and supporting resources to ensure work is performed safely, efficiently, and in accordance with customer expectations and company standards
• Visits customer locations and jobsites to assess project progress, identify risks or barriers, coordinate corrective actions, and support field teams in resolving operational or technical issues
• Maintains awareness of customer activity, project scope, contract requirements, schedule changes, resource needs, and potential risks; serves as the company expert and liaison for assigned strategic projects
• Develops, monitors, and communicates project plans, schedules, action items, performance updates, and escalation items to leadership, customers, and internal stakeholders
• Conducts regular project and partnership health checks with customers and internal stakeholders to evaluate progress, service quality, risk areas, and opportunities to strengthen long‑term relationships
• Collaborates with leadership to evaluate project performance, financial impact, customer satisfaction, operational effectiveness, and opportunities for revenue growth or expanded Product Support solutions
• Supports business reviews, project closeouts, lessons learned, and related reporting by initiating, completing, and analyzing project documentation and recommending appropriate corrective action
• Creates value through proactive safety planning, jobsite coordination, compliance with customer safety requirements, and alignment with HOLT safety initiatives
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

• Expert knowledge of Product Support operations, Caterpillar products, dealer services, field service execution, and customer support processes
• Advanced knowledge of large‑scale project management, jobsite…