Manager Customer Services at Caterpillar · Belo…

Manager Customer Services Location: Belo Horizonte, Minas Gerais 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. IT IS YOUR TIME! Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. 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. If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation. Important: - Don’t forget to include a resumé in English in your profile in Workday - Please check your application status directly in the Workday system, as this is our primary method of communication. All updates regarding your application will be reflected there. What you will do: Serve as the regional escalation point of contact for customer issues; ensure timely, clear customer communication and stakeholder updates. Perform daily queue management tasks to ensure customer issues are assigned, progressed, and resolved effectively. Coach and develop direct reports through bi-weekly 1:1s, performance feedback, and skill-building plans aligned to customer needs. Drive adherence to response, restoration, and resolution target metrics; support completion of After-Action Reports (AARs) for missed targets. Support and lead continuous improvement work, including A3 problem-solving projects. Establish daily standups with the team to understand workload balance and case priority. Provide updates in weekly Level 2 Support meetings. Ensure required learning and development assignments are completed on time. Partner with Caterpillar dealers and internal teams to address top customer issues and improve the overall support experience. Audit cases to ensure compliance with Caterpillar guiding principles and golden rules. What skills you will have: Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment. Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. Basic Requirements Education: Bachelor's degree Language: Pre-advanced English Top candidates will also have: Experience leading customer support or technical support teams (helpdesk, support center, or similar environment). Demonstrated ability to manage escalations, prioritize work, and deliver to SLAs/target metrics (response, restoration, resolution). Strong coaching and people leadership skills, including recurring 1:1s, performance development, and onboarding support. Working knowledge of information technologies and support tools used to diagnose and resolve customer issues. Strong communication, collaboration, and problem-solving skills; ability to coordinate across internal teams and dealers. Ability to apply structured problem solving (e.g., A3) and produce clear incident documentation (e.g., After Action Reports). Mining industry experience. Note:  The position requires the candidate to work onsite five days a week. Some of the offered benefits*: ·Medical plan ·Dental plan ·Medicines reimbursement ·Psychological, Legal, Social and Finance Support Program ·Private pension plan ·Profit share ·Meal assistance ·Christmas basket ·Transportation ·Life and personal insurance ·Extended maternity and paternity leave ·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport *Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location The Recruitment & Selection area emphasizes that it does not use personal emails and/or emails from other domains (@gmail, @hotmail, etc.) to contact candidates. Available vacancies are only advertised through the company's official channels (www.caterpillar.com/careers.html;https://www.linkedin.com/company/caterpillar-inc), and official Caterpillar emails are mandatory followed by the domain @cat.com. Also, the company does not request any type of payment (bank transfer, pix, etc.) for the purposes of the selection process. For more information click on the link: https://www.caterpillar.com/pt/careers/apply-now/help.html #LI #onsite Posting Dates: May 12, 2026 - May 22, 2026 Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply Not ready to apply? Join our Talent Community.