Technical Support Engineer - ALI

Who is CAT Digital? What do we do?

Big machines require big thinking. Are you looking for your next big challenge?

Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over one million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better world.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Job Opportunity:

We are seeking talented individuals to join our team to help us grow our presence, organization, culture, which will drive our digital product development efforts. As a member of our team, you will have the opportunity to work with cutting-edge technologies and collaborate with top professionals working on very high impact and visibility products. Don't miss this chance to join and support digital innovation for a global leader in heavy machinery!

What will you do?

As a Technical Support Engineer, you will be responsible for monitoring overall performance of assigned digital products and handling dealer and customer issues through resolution. You will provide worldwide front-line customer service advisor support for the overall Cat Digital portfolio, as well as:

• Provide assistance and guidance to junior team members
• Provide direct dealer, in region support
• Manage cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction.
• Provide technical troubleshooting of digital applications
• 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.
• Manage hand-ups/escalation paths in support of daily operations.
• Manage requests to the urgency defined by our service level agreements.
• Serve as the primary point of contact for advisors for the lines of business that Cat Customer Support is responsible for.
• Create and update 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 the development and maintenance of Business Rules
• Validate and create process maps
• Provide input to digital product and application support teams.
• Conduct occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

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

What you have:

• Customer Focus: Basic understanding of customer needs and the importance of customer satisfaction.
• 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: Basic awareness of how systems and processes connect, specifically focused on Aftermarket Leads and Insights focused products included but not limited to Cat Foresight, Cat Inspect, and Dealer Collaboration Communities.
• Knowledge of tools to access and review data, BI Products, Salesforce, Service Now, etc.
• Technical Troubleshooting: Basic troubleshooting skills, root cause identification.
• Systems Software Infrastructure: Basic understanding of system components and tools.
• Knowledge about scalability, security, and performance basics.

Top Candidates will also have:

• Application Design, Architecture: Basic awareness of application structures and design concepts specifically focused on Aftermarket Leads and Insights focused products included but not limited to Cat Foresight, Cat Inspect, and Dealer Collaboration Communities.
• Relevant experience in technical support, contact center operations, customer service, application support or a related field.
• Experience with cloud solutions (AWS, Azure)

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:

• 3 000+ 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