Manager Field Service

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition

The Manager Field Services supports the District Service Manager and the Regional Sales Team in providing world class Customer Service to all customers. Supervises, schedules training, and manages job assignments of after-market projects for Field Service Representatives (FSR). The position also ensures compliance with all Environment, Health, Safety & Security (EHSS) and external regulatory requirements. This position may offer a career development path which could prepare the incumbent for other positions of increasing responsibility within Solar, such as Customer Service Account Manager, District Service Manager, San Diego Project Management, etc.

Partial Relocation is available for this role.

Incumbent shall live within 60 miles of Solar Midland, TX office

Responsibilities

- Provide the Leadership example for Solar’s commitment to Environment, Health, Safety & Security (EHSS) responsibility.

- Directly responsible to ensure Solar’s field operations comply with all government regulations, as well as certification standards and customer mandated requirements.

- Accountable for maintaining Solar’s internal Environment, Health, Safety & Security (EHSS) Management System requirements, meeting or exceeding company defined goals and performance standards.

- Acquire proficiency in Safety Awareness, including motivation, evaluation, and training of staff members to assure safe operations.

- Work closely with customers, regulators, and internal Environment, Health, Safety & Security (EHSS) experts to meet customers’ site and regulators’ area requirements.

- Review all safety reports including Task Risk Assessments (TRA), Workplace Hazard Assessments (WHA), and Job Safety Analysis (JSA) to ensure the quality of the documents are in line with Solar’s standards.

- Plan and organize assignments and dispatch Field Service Representatives to assure timely response to customer requests for scheduled maintenance, commissioning, and other customer related activities.

- Staff, train, motivate, and supervise an efficient, professional, technical workforce through effective goal setting, timely performance reviews, development programs, and sound management, to achieve maximum efficiency of resources and highest level of profitability.

- Provide input to the District Service Manager to manage staffing levels to ensure adequate support for all anticipated customer requirements.

- Assist and support the District Service Manager in various ways on a day-to-day basis including acting as temporary District Manager (where requested) during periods when District Manager is unavailable to assure continuity of operations.

- Provide primary back-up after-hours support as required for "on call" duty person to assure quick response to customers' critical needs.

- Manage allocation of resources and expenses including man day utilization, period and variable budgets and costs, capital budgets, asset management, etc. Interface, coordinate and communicate with various internal Solar groups such as Project Management, Package Refurbishment and Upgrade, Desoto Overhaul, Technical Services, other district/regional personnel. Accumulate, organize and maintain files containing site specific customer data such as vibration signatures and plots to trend and analyze data to help the field diagnose existing or developing problems.

- Supervise the population and update of the Fieldbase database and the Field Operations Website.

- Track FSR tooling calibration records for annual compliance.

- Review the quality of the FSR reports before they are posted or sent to customers.

- Actively utilize and support the Work Force Management (WFM) Process.

- Promote its use by district personnel as well as provide feedback to the Work Force Management (WFM) process manager.

Degree Requirement

Degree or equivalent experience desired

Skill Descriptors

Knowledge of Organization: Knowledge of the organization's vision, structure, culture, philosophy, operating principles, values, and code of ethics; ability to understand the value of aligning capabilities with business goals to support optimal performance.

Level Working Knowledge:

- Applies organization's operating principles and practices within own business unit.

- Supports the mission, vision, and objectives of own department or unit.

- Assesses local and industry examples of acceptable and unacceptable business practices.

- Obtains information regarding key players, key issues, and key strategies in own unit.

- Specifies the roles and responsibilities of own business unit.

Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.

Level Extensive Experience:

- Mediates and resolves conflicts among individuals, groups, and departments.

- Practices positive collaboration and converts difficult interactions into productive ones.

- Guides participants in a conflict to rethink their current views.

- Demonstrates good judgment in deciding when to involve a third party.

- Makes parties aware of case studies of constructive and destructive conflicts.

- Surfaces disagreements in early stages.

Resource Management: Knowledge of the resources required to achieve business objectives; ability to plan, mobilize and distribute resources to fulfill business objectives and plans.

Level Extensive Experience:

- Specifies the critical resource needs required to accomplish organizational objectives.

- Applies specific metrics to analyze and revise resource requirements.

- Updates resource requirements by identifying and responding to changing needs.

- Ensures adequate, qualified resources are available, commensurate with the size and complexity of activities; mobilizes resources needed to get things done.

- Develops methods for maximizing resource utilization (re-engineering, outsourcing, automation, etc.).

- Negotiates with key stakeholders to obtain required resources.

Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.

Level Extensive Experience:

- Communicates with clients on quality of service measurements.

- Ensures teams maintain focus on value-added services.

- Conducts and acts on reviews of open service requests.

- Identifies and resolves gaps in customer expectations versus actual service levels.

- Negotiates the terms of deliverables, service level agreements, and expectations.

- Verifies client satisfaction and keeps customers informed.

Delegation: Knowledge of the need to delegate tasks to others effectively; ability to motivate associates to take over tasks and responsibilities to accomplish results for which the manager maintains ultimate accountability.

Level Working Knowledge:

- Under guidance, delegates simple tasks to individual associates according to their readiness.

- Communicates the definition and impact of a successful completion of delegated task.

- Monitors progress, provides feedback, support, and course correction as necessary.

- Matches assignments with capabilities, ideally stretching the latter somewhat.

- Works with associates in developing plans and objectives for delegated tasks.

Producing Results: Understanding of the criticality of getting things done despite current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.

Level Working Knowledge:

- Finds or creates ways to measure performance against goals.

- Identifies and exploits own strengths; solicits support from others to minimize limitations.

- Strives for excellence in performance by surpassing established standards.

- Seeks out advice, help, and information when needed to accomplish responsibilities.

- Adjusts to new or changing assignments, processes, people, and priorities as business need dictates.

Staffing, Hiring, Selection: Knowledge of human resource acquisition policies; ability to participate in the process of recruitment of permanent and contract employees, achieving optimal match between candidate and position.

Level Extensive Experience:

- Answers candidate's questions on organizational structure, direction, and policies.

- Probes for abstract qualities and critical factors to ensure a good match.

- Recommends qualified candidates in support of staffing objectives.

- Interviews screened candidates for variety of functions and positions.

- Summarizes the costs and benefits of behavioral interviewing.

- Assesses departmental staffing needs; actively participates in resourcing efforts.

Safety (Oil and Gas): Knowledge of procedures, practices, considerations and regulatory requirements for the safety and protection of workers, community, environment and company assets; ability to identify and respond accordingly to work-related hazards.

Level Extensive Experience:

- Promotes workplace safety among supervisors and workers; communicates safety rules and regulations.

- Performs safety inspections to assure compliance with company, local and federal regulations.

- Discusses managers' and workers' responsibilities in ensuring compliance with OSHA requirements.

- Assesses and reports unusual or new safety hazards or violations; initiates corrective action.

- Determines appropriate action to take when unsafe conditions are encountered.

- Ensures that all employees and contractors comply with relevant safety policies and regulations.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Summary Pay Range:

$108,834.00 - $163,252.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of 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

- These benefits also apply to part-time employees

This position requires working onsite five days a week.Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.

Posting Dates:

August 27, 2025 - September 9, 2025

Any offer of employment is conditioned upon the 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.

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