Customer Application Trainer
About The Position
Milton CAT is seeking a Customer Application Trainer to join the Product Support Team. In this role, you will work with members from the Service and Product Support teams to support, optimize and expand the use of customer applications across the dealership’s customer base. This role serves as the primary internal and external resource for telematics support, performance monitoring, and customer training on applications such as VisionLink, CAT Inspect and CAT Central. This role ensures customers receive actionable insights from connected assets to improve uptime, reduce operating costs, and increase overall equipment productivity.
Requirements
- High school diploma or (GED) equivalent
- Ability to work collaboratively across teams and departments
- Proficient use of laptop and mobile technology with advanced utilization of Microsoft Office products including Excel, Word, PowerPoint, Dynamics CE (or other leading CRM platform) and ERP systems.
- Able to attend in-person and virtual working sessions.
- Demonstrated ability to quickly learn and apply new technologies or tools relating to large equipment and fleet performance
- Highly adaptable with a willingness to take on evolving responsibilities in a fast-paced environment
- Strong communication skills, with the ability to explain technical concepts to non-technical audiences
- Experience training, supporting, or guiding customers or end users
- Problem-solving mindset with the ability to navigate ambiguity and change
- Attend training meetings, which may require overnight stays.
- Approximate 50% travel within New England and Upstate New York will be required.
Nice To Haves
- Working knowledge of Caterpillar products
- Previous experience in the construction industry
Responsibilities
- Provide frontline support for ProductLink/VisionLink and other Caterpillar application related inquiries from customers and internal teams
- Assist customers with account setup, asset visibility, subscriptions, and dashboard configuration
- Troubleshoot telematics hardware and connectivity issues
- Coordinate with Caterpillar technical support when escalation is required
- Train customers on new technologies, ensuring confident adoption and effective use
- Develop and maintain training materials, documentation, and best practices
- Ensure customers understand features including health alerts, utilization tracking, preventative maintenance scheduling, productivity analytics, fuel and idle reporting, and more
- Identify opportunities to increase VisionLink subscription penetration
- Support CVA and Services Commitment initiatives through telematics utilization
- Partner and help support Condition Monitoring and SOS team to translate telematics data into customer value
- Research event/fault codes using SIS 2.0 and create recommendations to send to the Product Support representatives directly involved with a customer account
- Continuously learn and stay current on emerging Caterpillar technologies relevant to the business and customer needs
Benefits
- Paid Time Off + 8 company paid holidays
- Medical, Dental and Vision insurance options for Employee and Family
- Disability & Life Insurance Packages
- Competitive Retirement Plan
- Tuition Reimbursement – available to FT employees with 1 year+ of service
- Additional supplemental offerings and discount programs
- Employee Referral Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
