Regional Dealer Support Specialist

• Analyze support data and identify trends to drive process improvements and improve the Customer and Dealer experience.

• Work and support peers for gathering digital product processes and procedures as it results in supporting our Dealers and Customers.

• Daily Communications to Dealers – understanding their needs and providing recommendations back to Dealers on how to make necessary process improvements to improve the Dealer and Customer experience.

• Participate in quarterly PI Planning for Cat Customer Support.

• Coordinate enterprise growth through representing and/or deploying a specific platform or group of capabilities of Caterpillar’s world class eBusiness solutions with our enterprise, industry and/or Dealer partners.

• Support appropriate partners in deploying digital capabilities, focusing on delivering customer and business value as defined in a variety of ways, typically in the form of online leads, attributable sales, parts sales and support activities – the full customer lifecycle.

• Coordinate support complaints and associated communication avenues and act as the “Voice of Dealer” to drive improvements.

• Provide guidelines to Tier 1 support team so they may diagnose, troubleshoot, and resolve common technical problems.

• Onboard new projects into the Cat Customer Support team and provide support for steady state projects.

• Proactively seek to understand the marketing and business objectives of appropriate partners and help coordinate with capability experts on how, when and where capabilities can be best utilized to drive value.

• Help manage and organize appropriate information, dashboards, metrics and other reports for team members to use with their partners.

This position works directly with Slovakia based engineering leadership and Cat Digital IT in the US.

What you have:

• 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.

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

• Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Top Candidates will also have:

• Proven experience as a Business Analyst / Data Analyst / Project Manager.

• Experience in Agile project management tools such as Mingle, Visual Studio Team Services, Rally, JIRA.

• Through data analysis skills, working with BI tools such as Power BI or Tableau to measure KPI’s and generate recommendations for actions and continuous improvement.

• Ability to effectively communicate with internal & external teams which may include Dealers, stakeholders, business partners, product management, technical support, agents and customers.

• Knowledge with project/program management methodologies which may include Agile and Waterfall

• PMP/Agile certifications.

• Works with little direction and supervision, makes time for unplanned assignments, and adaptable to changing priorities.

• Experience in Contact Center / Call Center work.

• Knowledge of major products and services, product and service groups; ability to apply knowledge of product and service appropriately to diverse situations.

• Experience creating guidelines on processes and procedures through requirements gathering, mapping and documentation.

• Utilizing raw data and subsequently converting it into information useful for decision-making.

• Basic technical knowledge for supporting and troubleshooting digital products.

What we offer:
At Cat Digital, we are committed to fostering a culture of innovation and continuous learning, and we believe in investing in the development of our employees. As a member of our team, you will have access to a wide range of training and development opportunities, as well as very competitive compensation and benefits packages, like:

• 3200+ euros / month gross

• Performance related annual cash incentive

• Industry leading Pension plan

• 5 days of extra vacation above the legislative requirement

• Attractive Life insurance

• 1 Volunteering Day

• Multisport Card

Take the chance to apply now for this position at Cat Digital Slovakia branch!

Contract type:
Full-time

Place of work:

Kosice, Slovakia

Additional Information:

Please frequently check the email associated with your application, including the junk/spam folder, as this is the primary correspondence method. If you wish to know the status of your application – please use the candidate log-in on our career website as it will reflect any updates to your status. ​

Caterpillar is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.​

Caterpillar is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit https://www.caterpillar.com/en/careers/why-caterpillar.html​

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