Product Support Manager - Cloud Services and Tool Development

Product Support Manager – Mine Star Cloud Applications

• Lead product support operations for enterprise applications across Azure, AWS, and other cloud environments that deliver solutions to Caterpillar dealers and customers worldwide.
• Lead and mentor a cross‑functional team of support engineers, data scientists, and application developers to drive operational excellence, accountability, and continuous improvement.
• Ensure applications adhere to corporate data privacy and cybersecurity policies and controls.
• Oversee incident management, root cause analysis, and problem resolution to reduce recurring issues and improve system stability.
• Coordinate and support major system releases and cutovers to ensure minimal customer impact and smooth transitions.
• Develop and maintain standard operating procedures (SOPs) and knowledge documentation to improve team efficiency and onboarding.
• Partner with third‑party vendors and internal IT teams to provide application enhancements that improve overall performance, reliability, maintainability, and customer experience.
• Provide in‑depth technical support and lead problem‑solving and quality implementation efforts for all supported products and services.

• Customer Focus – Knowledge of values and practices that align customer needs and satisfaction as primary considerations, and ability to create customized solutions.
• Service Excellence – Knowledge of customer service concepts and techniques; ability to meet or exceed expectations and provide excellent service.
• Effective Communications – Understanding of communication concepts, tools, and techniques; ability to transmit, receive, and interpret ideas accurately.
• Vendor/Supplier Management – Knowledge of external provider management processes; ability to manage relationships with vendors, service providers, contractors, consultants, and suppliers.
• IT Service Change Management – Knowledge of change management; ability to reduce incident impact and ensure adherence to standard processes.
• IT Service Improvement – Knowledge of service improvement tools and management skills to achieve better performance.

• Experience in application support, application development, and/or cloud technologies.
• Prior leadership experience.
• Cloud experience or certifications (AWS, Azure).
• Familiarity with Caterpillar dealer network and large mining operations.
• Excellent human relations and communication skills for cooperative work relationships.

Location:

Tucson, AZ or Peoria, IL office – Full‑time.

Domestic relocation assistance available.

Visa sponsorship: NOT available.

Travel: up to 10%.Pay Range: $ – $.

• Medical, dental, and vision benefits
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Health Lifestyle Programs
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Career Development
• Incentive bonus
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

Any offer of employment is conditioned upon successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities.

Qualified applicants of any age are encouraged to apply.