Customer Service Manager leading the USCA Customer Service Organization for PPG. Driving efficiency, service excellence, and talent development across the organization.
About the role
- Product Support Specialist providing expert technical support for Caterpillar’s AI-enabled products. Collaborating with cross-functional teams to resolve issues and enhance customer experience.
Responsibilities
- AI Product Support & Issue Resolution
- Facilitate cross functional team to diagnose, troubleshoot, and resolve technical issues related to AI assistants, machine-embedded AI, and integrated digital workflows.
- Create and manage trouble reports; validate fixes for completeness, correctness, and business impact.
- Escalate issues following established procedures and coordinate with engineering for root-cause analysis and corrective actions.
- Provide ongoing support after production launches, ensuring updates, bug fixes, and enhancements are delivered effectively.
- Customer & Dealer Support
- Advise customers and dealers on usage, configuration, and best practices for AI-enabled tools (e.g., troubleshooting, parts identification, service workflows).
- Deliver training and help documentation, ensuring users understand capabilities and limitations of AI systems.
- Capture VOC insights (dealers, customers, internal users) and translate them into actionable improvements for product teams.
- AI Release & Lifecycle Management
- Participate in validation, testing, packaging, and deployment activities for new AI releases and agent capabilities.
- Help coordinate documentation for each release, including feature changes, known issues, and rollout notes.
- Provide readiness support for iterative releases, including UAT coordination and cross-functional engagement for approvals (e.g., business sign-off for production launches).
Requirements
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
- Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
- Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
- Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
- Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
Benefits
- 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
Job title
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