Digital Technical Support Analyst

Career Area:

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.

JOB DUTIES:

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.
• Collaborate with other CCS Tier 2 team members to identify product issues
• Basic triage, Troubleshooting, and analysis of Hardware failures, etc.
• Communicate with Quality Service Engineers to drive continuous product improvements.
• Tactical – Timely resolution and follow-up with customer & dealers
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
• Manages requests to the urgency defined by our service level agreements.
• Provides technical input to digital product and application support teams.
• Work directly with Support Engineers to develop/improve overall product knowledge.
• Ability to confidently interact and provide support to external groups that may include business partners, customers, or dealers.
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

Employees are also responsible for performing other job duties as assigned by Caterpillar management from time to time

Basic Qualifications:

• Requires a college or University degree, technical certification or equivalent experience.
• At least 4 years of experience in Technical Support work
• Exposure to enterprise environments (cloud, apps, infra).

Top candidates will also have experience in the following:

• Experience in product support or dealer / customer support work
• Demonstrated technical troubleshooting & critical thinking skills
• Telematics support

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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