**Career Area:** Technology, Digital and Data **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:** Responsibilities of the incumbents are to provide Worldwide support for the overall Cat Digital portfolio (including on-board and off-board issues). **What You Will Do:** + Serves as a Telematics Product expert / Subject Matter Expert. Stay current with all digital products and applications. + Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Caterpillar for every interaction. + Triage / Troubleshooting – also support to Concentrix agents + Tactical – Timely resolution and follow-up with customer & dealers + Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries. + 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. + Manages hand-ups/escalation paths in support of daily operations. + Manages requests to the urgency defined by our service level agreements. + Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports. + Supports continuous improvement efforts. + Creates and updates 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 Digital Product training for CSRs + Supports the development and maintenance of Business Rules + Validate and create process maps + Provides input to digital product and application support teams. + Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications. Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time. **What You Will Have:** **Customer Focus:** + Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. + Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. + Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives. **Effective Communications:** + Reviews others' writing or presentations and provides feedback and coaching. + Demonstrates both empathy and assertiveness when communicating a need or defending a position. + Communicates well downward, upward, and outward. **Systems and Applications Thinking:** + Facilitates a culture of continuous improvement and widespread systems thinking. + Clarifies cause-effect relationships among factors that impact organization performance. + Mentors others to investigate entire range of factors that help and hinder key interventions. **Business Intelligence:** + Develops processes for transforming aggregate data into useful business information. + Analyzes BI gained from multiple and diverse environments. **Technical Troubleshooting:** + Creates trouble reports for all issues found and reviews solutions for completeness and correctness. + Directs the resolution of communications problems in multi-vendor environments. + Resolves a variety of hardware, software, and communications malfunctions. + Coaches others on advanced diagnostic techniques and tools for unusual or performance-related problems. **Considerations For Top Candidates:** + Requires a college or university degree, technical certification or equivalent experience. + At least 2 years of experience in infrastructure system administration or equivalent support work. + Strong understanding of telematics systems on ocean vessels + Strong understanding of engine control panels (EMCP). + Experience preferably working with tools such as Salesforce and ServiceNow. + Telematics + Product Link + VisionLink + Energy & Transportation (E&T) + Cat Remote Asset Monitoring (RAM) **Additional Details:** + This position has the option to be based out of either our Chicago, IL or Peoria, IL offices with a flexible hybrid work environment. + Travel up to 10% + \#LI-Hybrid + \#BI (used to post on Built In Chicago) **Summary Pay Range:** $87,480.00 - $131,280.00 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:** Annual incentive bonus plan* Medical, dental, and vision coverage Paid time off plan (Vacation, Holiday, Volunteer, Etc.) 401k savings plan Health savings account (HSA) Flexible spending accounts (FSAs) Disability benefits Life Insurance Parental leave Healthy Lifestyle Programs Employee Assistance Programs Voluntary Benefits and Employee Discounts Tuition Reimbursement Career Development _*Subject to annual eligibility and incentive plan guidelines_ . Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers. **Posting Dates:** January 17, 2025 - January 24, 2025 Any offer of employment is conditioned upon the successful completion of a drug screen. EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply. Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .