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.

Role Definition
Provides support and problem resolution for specific products.

Responsibilities
• Assists clients with implementing new products, new releases and software upgrades. Responds to inquiries and requests from clients.
• Trains customers in product operation and maintenance.
• Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation.
• Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures.

Skill Descriptors
 

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.
Level Working Knowledge:
• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

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.
Level Working Knowledge:
• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

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.
Level Working Knowledge:
• Follows standards and procedures that are relevant to one's own function and initiative.
• Provides feedback in order to improve standard procedures.
• Interprets documentation on the policies and standards regarding contact with the customer.
• Contributes to the development and implementation of specific procedures.
• Assesses inquiries for the need to escalate for further review or approval.

Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
Level Working Knowledge:
• Maintains and utilizes data related to install base configurations and environments.
• Solicits customer feedback; reports and monitors bugs and implementation issues.
• Participates in defining and conducting technical acceptance tests.
• Participates in creating technical requirements for software development and deployment.
• Explains basic environment and product configuration options.

Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
Level Working Knowledge:
• Is informed on process and status of release testing, validating, packaging and deployment plans.
• Describes major conversion and migration issues and considerations.
• Helps deploy new releases for one or more products.
• Distributes communications, with guidance, about product release delays.
• Participates in coordinating or compiling documentation to accompany each release.

Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
Level Working Knowledge:
• Explains the process and considerations for defining product reliability requirements.
• Describes tools for gathering reliability information on installed products.
• Identifies reliability activities and tasks for the product development and maintenance plans.
• Monitors and analyzes system failures and corrective actions.
• Works with reliability testing methods and tools.

Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
Level Working Knowledge:
• Monitors the performance of specific system components.
• Researches performance objectives and requirements for a component or application.
• Works with installed software tools for performance monitoring and reporting.
• Validates performance characteristics for specific technologies.
• Works with the performance measurements of hardware, software or network components.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Level Working Knowledge:
• 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 code, logs, and current systems as part of advanced troubleshooting.
• Records and reports specific technical problems, solving processes and tools that have been used.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Posting Dates:

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

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