Job Summary:
Caterpillar Inc. is a global leader in construction and mining equipment, and they are seeking a Digital Tech Support Analyst to enhance their team. This role involves delivering technical roadmaps, analyzing business requirements, and providing worldwide support for digital products while ensuring high-quality customer service.
Responsibilities:
• Deliver technical roadmaps on business processes and applications to support business objectives, standards and processes.
• Analyze business requirements, current technical gaps needed to support business strategies and expectations.
• Conduct risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
• Communicate about client feedback to technology teams to improve deliverables and meet business requirements.
• Monitor overall performance of assigned digital products and provide best in class support for customer issues through resolution.
• Provide Worldwide support for overall performance (including reliability, durability, maintainability, and serviceability) of assigned current and future digital products.
• Identify, investigate, and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
• Report in all forms from customers, dealers, industry reps and subsidiaries.
• Analyze and troubleshoot software issues, development of interim corrective actions or identification of temporary workarounds.
• Formally document issues and provide follow-up on the resolution process with industry and development teams.
• Adhere to defined service level agreements for solutioning issues reported by customers, dealers, and Cat internal team members.
• Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
• Stay current with all digital products and applications, also develop and maintain digital products and application knowledge base and training materials.
• Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
• Participate in Safety Audits and provide technical assistance for defense in digital products and application liability lawsuits.
• Conduct dealer and customer visits to provide expert technical assistance on urgent field issues for digital products and applications.
Qualifications:
Required:
• Bachelor’s degree or foreign equivalent in Computer Information Systems, Computer Science, or a related field
• 2 years of experience as a Tier 2 or Tier 3 Support Analyst, Application Support Specialist, Technical Support Engineer, or related occupation
• Employment experience with Relational databases support, querying and database reporting
• Creating and running Python scripts
• Postman or other tools used to generate and receive API requests and responses
• VisionLink, Product Link hardware, and SOS Web Services
• SalesForce, Service Now, Azure DevOps and other ticketing and SaaS platforms
Company:
For 100 years, we’ve been helping customers build a better, more sustainable world. Founded in 1925, the company is headquartered in Peoria Heights, USA, with a team of 10001+ employees. The company is currently Late Stage.