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.

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 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:

Supports the identification, investigation, monitoring, and resolution of customer issues for products supported by Construction Industries following established standards and processes. These products include Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries.

What You Will Do:

• Supports technical tasks related to business processes and applications.
• Assists in gathering and analyzing business requirements and identifying technical gaps.
• Participates in troubleshooting activities, root cause analysis, and issue resolution.
• Follows defined processes for risk assessment, corrective actions, and quality checks.
• Shares customer feedback with internal teams to help improve products and services.
• Supports onboarding of any new products into Construction Industries Helpline
• Stays current on product updates, releases and system changes to ensure effective support coverage on relevant products
• Develop / maintain healthy working relationships with business partner technical support personnel and serve as primary point of escalation for any technical related issues.

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.
• Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.
• Application Design, Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application design.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Considerations For Top Candidates:

• Experience with documentation and knowledge sharing
• Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
• Experience with Detect & Safety Systems
• Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators
• Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred
• Experience with CRM tools with Salesforce or MS Dynamics preferred

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.

Not ready to apply? Join our Talent Community.