Digital Tech Support Analyst

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.

Job Summary:

Identifies, investigates, monitors and resolves customer issues in accordance with standards and processes.

What You Will Do:

Responsibilities of the incumbents are to provide worldwide support for the overall Cat Digital portfolio (including on-board and off-board issues).

• Serves as a telematics product expert/subject matter expert. Stay current with all digital products and applications.
• Manages cases to provide an appreciated, secure, and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Triage/troubleshooting – also support to Concentrix agents
• Tactical – timely resolution and follow-up with customer & dealers
• Issue identification – reports in all forms from customers, dealers, industry reps, and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers, and appropriate internal teams.
• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for Tier 1 for the lines of business the Digital/Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support digital product training for CSRs
• Supports the development and maintenance of business rules
• Validate and create process maps
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.

What You Will Have:

• Customer Focus: Ability to confidently interact and provide support to external groups that may include business partners, customers, or dealers.
• Effective Communications: Thorough and detail-oriented in both verbal and written communication skills which can include documentation for training and processes
• Business Intelligence: Strong ability to create reports and dashboards through BI tools such as PowerBI
• Data Analysis: Experienced working in SQL
• Systems Software Infrastructure: Reports software connectivity and integration issues. Tests key features for the entire software infrastructure environment.
• Technical Troubleshooting: Prior experience in Tier1/Tier2 troubleshooting hardware, system administration, or equivalent support work.

Consideration For Top Candidates:

• Telematics
• Product Link
• VisionLink
• Equipment Care Advisor (ECA)
• Energy & Transportation (E&T)
• Cat Remote Asset Monitoring (RAM)
• Health and Equipment Insights (HEI)
• Cat Advanced Productivity (AP)

Summary Pay Range: $89,210.00 - $133,810.00

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