Technical Support Manager

Can you lead, train and manage a technical support team, ensuring the highest level of customer satisfaction and technical support for the company's products and services? Please see details below.

Company Overview

Rimco is the exclusive Caterpillar dealer for Puerto Rico, Cuba, the British and U.S. Virgin Islands, Barbados, and other Eastern Caribbean islands.

Job Summary

We are seeking a highly skilled and experienced Technical Support Manager to join our team at Rimco (Barbados) SRL. The successful candidate will be responsible for leading, training and managing our technical support team, ensuring the highest level of customer satisfaction and technical support for our products and services.

Summary of Key Responsibilities

• Lead and manage the technical support team, providing guidance, training, and performance evaluations.
• Develop and implement technical support policies and procedures to ensure efficient and effective customer support.
• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
• Collaborate with other departments, including engineering, sales, and product management, to resolve customer issues and improve product quality.
• Maintain up-to-date knowledge of Caterpillar products and services, as well as industry trends and best practices.
• Handle escalated customer issues and provide timely and effective resolutions.
• Develop and maintain strong relationships with key customers.
• Prepare and present regular reports on technical support activities and performance to senior management.

Knowledge, Skills and Qualifications Requirements

• Technical degree in Heavy Equipment Mechanics, Diesel Technology or a related field.
• Minimum of 10 years of experience in heavy equipment technical support or a related field with at least 2 years in a managerial role.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical abilities.
• Bilingual English/Spanish.
• Training certifications in hydraulics, transmissions, engines, electric systems, hoses and lubricants.
• Equipment operation experience for technical services in wheel loaders, hydraulic excavators, track type tractors and paving machines.
• Proficiency in using technical CAT support software and tools.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge of Caterpillar products and services is a plus.

Compensation and Benefits

• Competitive salary and performance-based bonuses.
• Health Insurance Plan
• Opportunities for professional development and career advancement.

Applications

If you meet the requirements outlined above and you are seeking an opportunity with a progressive company that aligns with your skills, knowledge and areas of competence, please send your CV or Resume using the Apply Now portal as soon as possible.

We thank all applicants but please note that only shortlisted candidates will be acknowledged.

Closing date for applications is March 30, 2025