Digital Tech Support Analyst

Description

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:
The Technical Support Analyst is responsible for Providing Worldwide support for all assigned digital products and handling customer issues through resolution including on-board and off-board Telematics Connectivity issues.

What You Will Do:

• Serve as a Telematics Subject Matter Expert (SME), maintaining current knowledge of digital products, Telematics solutions, and supporting applications to effectively assist customers, dealers, and internal Caterpillar teams.
• Manage support cases, service tickets, and inbound inquiries to deliver a secure, efficient, and customer-focused support experience during every interaction.
• Perform technical triage and troubleshooting activities to identify, diagnose, and resolve telematics and digital product issues.
• Drive timely resolution of customer and dealer concerns by adhering to established Service Level Agreements (SLAs), while ensuring proactive communication and follow-up throughout the support process.
• Identify and document issues reported by customers, dealers, industry representatives, and Caterpillar subsidiaries, ensuring accurate capture of impact and business requirements.
• Conduct issue investigations through basic testing, statistical analysis, system reviews, and application failure analysis to determine root causes and corrective actions.
• Maintain formal documentation of issues, corrective actions, and resolutions while providing regular status updates to customers, dealers, and internal stakeholders.
• Support continuous improvement initiatives by identifying recurring issues, recommending process enhancements, and contributing to operational excellence across digital support functions.

What 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.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, UI functionality.

Considerations For Top Candidates:

• 2+ Year of experience in Telematics or technology-based Customer Service and Support
• Strong understanding of Telematics systems; Product Link Hardware and Software
• Experience working with tools such as Salesforce, ServiceNow and Dynamics 365
• Knowledge of Cat Digital products such as VisionLink, Dealer Service Portal, Service Information System, etc.
• Knowledge of Construction Industries (CI) Resource Industries (RI) and Power & Energy (P&E) segments

Summary Pay Range:

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

Posting Dates:

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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