Customer Services Specialist - Condition Monitoring Advisor

Caterpillar Inc.•Houston, TX

1d•$89,210 - $133,810

About The Position

This Lead Customer Service Specialist – Condition Monitoring Advisor role supports the Remote Monitoring Center by helping convert equipment data into practical maintenance actions that improve customer outcomes. This role provides direct support to Condition Monitoring Advisors (CMAs) within the Remote Monitoring Center by aggregating, correlating, and interpreting data across the five elements of condition monitoring—including S•O•S℠ fluid analysis, equipment inspections, electronic data, repair history, and site conditions—to deliver timely, actionable recommendations that help customers make informed maintenance and operational decisions. The impact is significant: helping customers reduce owning and operating costs, improve equipment availability, lower warranty exposure, and increase fleet management efficiency while supporting growth across parts, service, and enterprise solutions. The position requires a balance of technical curiosity, data interpretation, customer communication, and disciplined follow-through to ensure findings are clearly documented, prioritized, and communicated to the appropriate internal and external stakeholders. An exciting opportunity for professionals passionate about reliability, analytics, customer support, and leveraging data to drive operational excellence.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Nice To Haves

Experience with heavy equipment, industrial machinery, maintenance, engineering, or condition monitoring, preferably in customer support, fleet management, reliability, or service operations environment
Strong analytical and problem-solving skills with the ability to evaluate incomplete or conflicting data and determine the next practical steps
Customer-focused communication skills, including the ability to explain technical findings in a clear, concise, and actionable manner
Knowledge of telematics, diagnostics, predictive maintenance, and reliability practices
Ability to interpret data and translate findings into actionable recommendations to support improved availability, reduced downtime, and lower owning and operating costs
Strong attention to detail and documentation discipline
Ability to collaborate across technical, commercial, dealer, and customer-facing teams in a fast-paced remote monitoring environment

Responsibilities

Monitor equipment health using telematics, remote monitoring tools, software platforms, and customer-specific data sources to identify developing issues and opportunities for proactive intervention
Aggregate and correlate information from S•O•S℠ fluid analysis, inspections, electronic data, repair history, and site conditions to support accurate condition monitoring conclusions
Translate technical findings into clear, data-driven recommendations for customers, dealers, Fleet Managers, and internal partners
Assess machine and component health, determine risk level, identify required next steps, and support timely resolution of identified issues.
Prioritize alerts and customer needs based on severity, equipment criticality, operational impact, and available supporting data.
Ensure customer communications, recommendations, follow-up actions, and supporting evidence are clearly documented in the appropriate systems.
Collaborate with CMAs, technical support, service operations, fleet managers, and dealer or customer contacts to promote consistent execution and issue closure.
Support continuous improvement of remote monitoring processes, recommendation quality, and customer experience by identifying trends, recurring issues, and process gaps.