On-Highway Truck Services Manager
Caterpillar Inc.
full-time
Posted on:
Location Type: Office
Location: Houston • Illinois • Texas • United States
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Salary
💰 $159,120 - $238,680 per year
About the role
- This role delivers customer and dealer support excellence, develops capabilities across the distribution network, governs warranty and service programs, and drives commercial execution for a portfolio exceeding $500M in annual revenue in close partnership with the global OHT Sales Execution team.
- This manager will lead a team of sales support professionals to enhance customer satisfaction, product health, product quality, service readiness, and profitable management of the On-Highway Truck business.
- Lead a team of Service Engineers, Customer Service Specialists, Lifecycle Specialist and Parts/Service Consultants and ensure clarity in roles, metrics, KPIs and accountability.
- Promote employee development, engagement, stretch assignments, and succession planning.
- Serve as a primary escalation point for complex customer and dealer concerns across Cat Dealers, TEPS, TIAs, and OEM partners through Call Center and other tools.
- Oversee DSN/technical troubleshooting, product health reviews, emission compliance, and service publications support.
- Lead Weekly Truck Down, NPI Field Follow, Repair Options, and product quality efforts.
- Serve as product owner for the Cat Vocational Truck Channel Development & Services Strategy.
- Drive distribution capability for readiness and expansion including service providers, TEPS/TIA development, and global services strategy development/execution.
- Lead programs related to NPI, repair options, lifecycle solutions, long/short term forecasting (S&OP), end-of-life parts management, and distribution development.
- Collaborate with Cat Digital on lead generation, automated insights, and population analytics.
- Collaborate closely with the On-Highway Truck Sales Execution team to ensure alignment to strategy and commercial excellence.
- Manage sales variance programs, merchandising campaigns, and redistribution discount (RDD) governance including but not limited to planning, budgeting, and deployment with appropriate marketing collateral.
- Provide executive level financial insights across aftermarket parts profitability, forecasting, P&L inputs, inventory analysis, and population accuracy.
- Oversee TEPS parts pricing updates, TIA system access, software invoicing, data collections, and internal reporting including warranty governance.
- Partner with Reman, IPSD, PLSD, Cat Technology, Cat Digital, Engineering, Business Resources, Cat Finance, and dealer networks.
- Represent OHT in Power & Energy and enterprise strategy sessions, commercial reviews, and operational planning cycles.
Requirements
- 15+ years in aftermarket, product support, service development, or technical roles.
- Experience leading teams in a global or complex operational environment.
- Strong communication, negotiating, and decision-making skills.
- Preferred Qualifications: Experience within Caterpillar’s On-Highway Truck, Reman, IPSD, or Power & Energy organizations.
- Expertise with DSN, TIA, TEPS systems, warranty management, or service development offerings/programs.
- Knowledge of sales variance governance, repair options, NPI processes, or channel development.
- Deep knowledge of On-Highway truck business, products, parts, service systems, warranty, and technical troubleshooting.
- Strong Understanding of Second Level Distribution and Channel Development Strategic Leadership and Prior Caterpillar Supervisory Experience.
- Ability to maintain strong relationships and a track record of improving customer experience "Customer First Mindset."
- Experience translating strategic direction into operational reality within a complex distribution model.
- Strong understanding of aftermarket P&L drivers, pricing strategy, service programs, sales variance management, and customer value creation.
- Experience reshaping organizations, right sizing teams, and driving service transformation.
- Genuine passion for developing, coaching, motivating, and retaining high performing teams.
- Proven success in designing and executing commercial growth initiatives through enterprise partnerships.
- Ability to lead without authority across inventory, finance, product development, digital, engineering, and dealer networks.
- Skilled at building alignment between partners with diverse priorities.
Benefits
- Medical, dental, and vision coverage
- Paid time off plan (Vacation, Holiday, Volunteer, Etc.)
- 401k savings plan
- Health savings account (HSA)
- Flexible spending accounts (FSAs)
- Short and long-term disability coverage
- Life Insurance
- Paid parental leave
- Healthy Lifestyle Programs
- Employee Assistance Programs
- Voluntary Benefits (Ex. Accident, Identity Theft Protection)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
warranty managementservice developmenttechnical troubleshootingsales variance governanceNPI processeschannel developmentP&L analysisinventory analysisdata collectionforecasting
Soft Skills
communicationnegotiatingdecision-makingrelationship managementcustomer experience improvementteam developmentcoachingmotivatingalignment buildingstrategic leadership