Digital Tech 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 Summary:
Identifies, investigates, monitors and resolves Telematics dealer and customer issues in accordance with standards and processes. This position will play a hands on role in the investigation and resolution of Telematics Quality issues, specific to the onboard Telematics devices. This will entail investigating quality defects within the product, working with dealers and customers to understand their issues, and providing that information back to engineering teams to work through root cause analysis and implementation of quality fixes

What You Will Do:

• Utilize troubleshooting tools to analyze quality issues, and isolate them to the cause of the problem.
• Developing troubleshooting techniques for Telematics Quality Issues. Working with Caterpillar dealers and customers to teach and deploy these troubleshooting techniques.
• Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
• Communicating about client feedback to technology teams in order to improve deliverables and meet business requirements.

Skill Descriptors
Customer Focus:
• Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
• Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Communicates and models the criticality of customer focus as an organizational strategy. Must be capable of working with dealers and customers who are in the midst of having critical customer issues, and helping them through the problems in a constructive manner.

Effective Communications:
• Adapts documents and presentations for the intended audience, which could be internal Caterpillar, or externally to dealers or customers, on site at their locations.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Capable of taking information from internal engineering teams, and translating this into common, everyday language that will allow our dealers and customers to understand the issue at hand.

Business Intelligence:

• Develops processes for transforming aggregate data into useful business information.
• Evaluates metrics and quality information to provide feedback to the team on areas of focus for quality projects.

Systems Software Infrastructure:

• Reports software connectivity and integration issues.
• Ability to process validation plans to understand if quality issues have been properly resolved in the current release of software.
• Analyzes the local software architecture components and products.
• Tests key features for the entire software infrastructure environment.
 

Technical Troubleshooting:

• Discovers, analyzes, and resolves hardware, software or application problems.
• Works with vendor-specific diagnostic guides, tools and utilities.
• Handles calls related to product features, applications, and compatibility standards.
• Analyzes Telematics devices and data coming from telematics devices, to determine where the likely breakdown of data flow is occurring, as part of advanced troubleshooting.
 

Considerations For Top Candidates:

• Utilizes critical internal Caterpillar quality tools to create insights from quality data. Systems include a deep knowledge of the CPI Tool, RWA, QRQM, and SIMSi.

• Experience with Telematics devices, that monitor datalink traffic, and utilize cellular or satellite communications to transmit that data to the cloud.

• Background in troubleshooting electronics components, such as Electronic Control Modules, sensors, and datalinks.

Additional Details:

This position may require on site work, to troubleshoot Telematics Devices. Travel could be in the 10% to 25% range at times.

Posting Dates:

Caterpillar is an Equal Opportunity Employer (EEO).

Not ready to apply? Join our Talent Community.