Digital Tech Support Analyst

Posted:
4/16/2025, 6:39:54 AM

Location(s):
Illinois, United States ⋅ Peoria, Illinois, United States

Experience Level(s):
Junior ⋅ Mid Level

Field(s):
Customer Success & Support

Workplace Type:
On-site

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.

Job Summary

Identifies, investigates, monitors and resolves customer issues in accordance with standards and processes. This position will play a hands-on role in the investigation and resolution of Telematics Quality issues, specific to the Electric Power Industry. This will entail directly answering dealer support tickets and also working Quality issues from a Service Engineering respect.

What You Will Do:

  • Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.
  • Developing troubleshooting techniques for Telematics Quality Issues. Working with Caterpillar dealers and customers to teach and deploy these troubleshooting techniques.
  • Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
  • Communicating about client feedback to technology teams in order to improve deliverables and meet business requirements.
  • Utilizing internal Caterpillar Quality systems, to provide insights into quality investigations.

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.
  • Communicates and models the criticality of customer focus as an organizational strategy.

Effective Communications:

  • Adapts documents and presentations for the intended audience.
  • Demonstrates both empathy and assertiveness when communicating a need or defending a position.
  • Employs appropriate methods of persuasion when soliciting agreement.
  • Maintains focus on the topic at hand.

Business Intelligence:

  • Develops processes for transforming aggregate data into useful business information.
  • Evaluates key benefits, drawbacks and rationale for existing BI activities.

Systems Software Infrastructure:

  • Reports software connectivity and integration issues that impact the data quality that the end to end system delivers.
  • Analyzes the functions of software on Product Link devices, as it relates to meeting functional requirements.
  • Tests key features for the entire software infrastructure environment.

Technical Troubleshooting:

  • Discovers, analyzes, and resolves hardware, software or application problems.
  • Works with diagnostic guides, tools and utilities.
  • Handles calls from external parties related to product features, applications, and compatibility standards.

Considerations For Top Candidates:

  • Caterpillar dealer facing experience. Working with technical facing dealer personnel, both virtually and in person.
  • Product Link application experience.
  • Caterpillar back office experience, such as VisionLink, Remote Asset Monitoring, and Dealer Services Portal.
  • Great collaboration skills, with the ability to work with various different internal groups, to create presentations that can be shared both internally and externally.
  • Background with standard 6 Sigma quality processes.
  • Experience with internal tools such as CPI Tool, Salesforce Ticketing system, and QRQM.
     

Additional Details:

This position will be focused on hands on troubleshooting of Product Link devices, as well as back-office investigations. This can often entail required travel to be on site at dealer locations, 10% to 25%.

Summary Pay Range:

$95,640.00 - $143,520.00

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:

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:

April 16, 2025 - April 23, 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.

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Caterpillar

Website: https://caterpillar.com/

Headquarter Location: Peoria Heights, Illinois, United States

Employee Count: 10001+

Year Founded: 1925

IPO Status: Public

Last Funding Type: Grant

Industries: Construction ⋅ Machinery Manufacturing ⋅ Manufacturing ⋅ Mechanical Engineering