The Product Support Manager is responsible for leading and managing the Service and Parts operations to ensure superior customer support, operational efficiency, and profitable growth. This role is central to strengthening customer relationships, driving aftermarket sales, and ensuring Caterpillar standards of service excellence are consistently achieved.

Duties and Responsibilities

Leadership & Strategy

• Develop and implement strategic plans for Service and Parts to meet dealership targets for revenue, profitability, and customer satisfaction.

• Provide leadership, coaching, and performance management for Service and Parts teams.

• Ensure alignment of department objectives with overall dealership business goals.

• Customer Support & Relationship Management

• Maintain strong relationships with key customers to ensure high levels of satisfaction and loyalty.

• Resolve major customer complaints and issues effectively and in a timely manner.

• Promote Caterpillar product support solutions (e.g., Customer Value Agreements, rebuilds, condition monitoring, and extended service coverage).

Service Operations Management

• Oversee service shop and field service operations to ensure efficiency, quality, and timely job completion.

• Monitor work-in-progress (WIP) and ensure adherence to safety, quality, and Caterpillar service standards.

• Optimize technician utilization, training, and productivity.

• Parts Operations Management

• Manage inventory levels, parts availability, and supply chain processes to maximize fill rates and minimize obsolescence.

• Drive parts sales growth through proactive customer engagement and promotional campaigns.

• Ensure accurate forecasting, ordering, and stock management in line with Caterpillar requirements.

Financial Performance

• Prepare and manage annual budgets for Service and Parts departments.

• Monitor financial performance, analyse variances, and implement corrective actions where needed.

• Drive continuous improvement in efficiency, cost control, and profitability.

• Team Development

• Recruit, train, and retain high-performing Service and Parts staff.

• Foster a culture of teamwork, accountability, and continuous improvement.

• Ensure technical training and certification programs are completed in line with Caterpillar requirements.

• Compliance & Reporting

• Ensure compliance with Caterpillar and dealership policies, safety regulations, and quality standards.

• Provide regular reports on key performance indicators (KPIs), including customer satisfaction, revenue, gross profit, parts availability, WIP, and labour efficiency.

• Implement and monitor process improvements and new technologies to enhance customer support delivery.

Job Requirements

Qualifications & Experience

• Bachelor’s degree in mechanical engineering

• Minimum 15 years of experience in heavy equipment, construction machinery, or dealership environment, with at least 8 years in a management role.

• Strong knowledge of Caterpillar products, systems, and aftermarket support.

• Proven track record in managing Service and Parts operations.

• Strong leadership, communication, and interpersonal skills.

• Proficiency in dealership management systems (e.g., ManPro, Oracle, SIS, ET) and Microsoft Office Suite.

Knowledge

• A deep understanding of Caterpillar products and supporting systems (e.g., SIS, ET, TMI, SIMSi, VisionLink, My.Cat.Com).

• Strong technical knowledge of a wide range of equipment, particularly power generation and diesel engines.

• Knowledge of contamination control and workshop operations (e.g., CRC).

• Certification in Caterpillar training is highly preferable.

How To Apply

Interested and qualified applicants can send their recent CV via email hr@kerchansheequipment.com

Please make sure to mention the role “Product Support Manager” on the subject of your email.