Connected Solutions Coordinator, Product Performance

Western States Careers • Meridian, ID

12h • Onsite

About The Position

This role provides administrative and technical support for Product Link and telematics systems across CAT and non-CAT equipment. The coordinator monitors and verifies machine connectivity, data accuracy, and asset visibility using CAT platforms like VisionLink. They identify connectivity issues, data discrepancies, and reporting gaps, coordinating resolution with internal service teams and CAT back-office personnel. The role also involves managing Product Link subscriptions, onboarding external customers into VisionLink, educating them on its features, and serving as a primary administrative contact for customer inquiries related to VisionLink access and subscription status. Additionally, the coordinator supports internal teams by providing technical insight and platform expertise, translating technical information into clear guidance, and collaborating with various departments to ensure timely issue resolution and contribute to dealership-wide initiatives focused on connectivity adoption and data integrity.

Requirements

• Proof of high school diploma or General Education Degree (GED).
• 1-year minimum of comparable telematics experience required.
• 1-year minimum of customer service required.
• Must be able to communicate (speak, read, comprehend, write in English).

Nice To Haves

• Prior experience working with heavy equipment connectivity, telematics, or Product Link systems.
• Strong familiarity with CAT connectivity platforms, including VisionLink.
• Understanding of subscription-based services and entitlement management.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Proven ability to collaborate across multiple departments.
• Proficiency with service management systems, telematics platforms, and standard computer applications.
• Strong analytical and problem-solving abilities with a customer-focused mindset.
• 3-year minimum of work experience with Heavy Equipment preferred.

Responsibilities

• Provides administrative and technical support for Product Link and telematics systems across CAT and non-CAT equipment.
• Monitors and verifies machine connectivity, data accuracy, and asset visibility using CAT platforms such as VisionLink.
• Identifies connectivity issues, data discrepancies, and reporting gaps, and coordinate resolution with internal service teams and CAT back-office personnel.
• Reviews service history, connectivity data, and system configurations to support effective issue resolution.
• Manages Product Link subscriptions, including activation, modification, auditing, and deactivation.
• Ensures subscription accuracy aligns with customer agreements, machine configurations, and Caterpillar requirements.
• Coordinates with CAT back-office personnel to resolve subscription, entitlement, and access issues.
• Ensures all connectivity-related records, subscriptions, and platform settings are accurately documented and maintained.
• Serves as an internal subject-matter resource for connectivity-related processes, standards, and platform usage.
• Onboards external customers into VisionLink, including account setup, machine association, and permission management.
• Educates customers on VisionLink features, navigation, and data interpretation to ensure effective platform adoption.
• Acts as a primary administrative contact for customers regarding VisionLink access, subscription status, and platform-related inquiries.
• Serves as a central point of contact for customers regarding connectivity data, VisionLink access, and system-related support.
• Communicates clearly and professionally with customers regarding connectivity status, platform functionality, and resolution steps.
• Supports internal service, product support, and administrative teams by providing technical insight and platform expertise.
• Translate technical connectivity information into clear, actionable guidance for both technical and non-technical stakeholders.
• Works collaboratively with field service, shop service, product support, technical services, and administrative teams.
• Coordinates directly with CAT platforms and CAT back-office representatives to ensure timely issue resolution.
• Supports dealership-wide initiatives focused on connectivity adoption, data integrity, and customer value.
• Provides feedback and insight to improve connectivity processes, customer onboarding, and support workflows.
• Utilizes prior field and connectivity experience to anticipate issues and proactively provide solutions.
• Identifies trends in customer connectivity challenges and recommend process or system improvements.
• Reduces rework and escalation by resolving issues from an informed administrative perspective.
• Contributes to continuous improvement of connectivity support and customer experience.
• Performs other duties as assigned.

Benefits

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees