Customer Services Specialist - Condition Monitoring

Caterpillar Inc.•Houston, TX

2d•$81,370 - $122,060•Onsite

About The Position

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. Caterpillar’s Oil and Gas division provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you join a global team that helps to power the global energy industry as well as provide power and propulsion on the water. Job Summary: We are hiring a Customer Service Specialist – Condition Monitoring to support Condition Monitoring Advisors (CMAs) in the Remote Monitoring Center. In this role, the specialist helps aggregate and correlate data across the five elements of condition monitoring—including S•O•S℠ fluid analysis, equipment inspections, electronic data, repair history, and site conditions—to enable the development of timely, actionable recommendations for Caterpillar customers and dealers. These insights help customers lower owning and operating costs, improve equipment availability, reduce warranty exposure, and increase equipment management efficiency, while strengthening customer loyalty, expanding enterprise market share, and supporting growth in parts and service sales

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.
Level Working Knowledge: Communicates the importance of customer needs/expectations and commits to resolving them. Researches and verifies customer needs and expectations. Solicits customer satisfaction feedback and acts on improvement opportunities. Helps link organizational objectives to customer needs and expectations. Meets regularly with customers to understand their wants, needs and expectations.
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.
Level Basic Understanding: Describes alternative data gathering techniques and tools. Documents basic data gathering methodologies. Identifies the purposes of data gathering and analysis. Identifies key objectives in gathering and analyzing data.
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.
Level Basic Understanding: Explains characteristics and steps in an effective decision-making process. Identifies issues and communicates with others when a decision needs to be made. Names decision makers in own environment and cites examples of past decisions. Describes types of decisions incumbent may and may not make in own job or function. Speaks/writes using correct language, mechanics, and gestures.
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.
Level Working Knowledge: Identifies and documents specific problems and resolution alternatives. Examines a specific problem and understands the perspective of each involved stakeholder. Develops alternative techniques for assessing accuracy and relevance of information. Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. Uses fact-finding techniques and diagnostic tools to identify problems.

Nice To Haves

Previous background in heavy equipment, industrial machinery, maintenance, engineering, or condition monitoring
Demonstrated ability to interpret technical data (e.g., fluid analysis results, equipment health indicators, fault codes, inspection findings) and translate into meaningful actions
Experience using technical software tools, monitoring platforms, or data systems to prioritize, analyze, and document findings

Responsibilities

Answering inbound customer service inquiries.
Providing health analysis or troubleshooting and redirecting them when appropriate.
Identifying issues and determining appropriate course of action for effective resolution.
Processing results from analysis of technical data
Understand prime product or component health or status, if action is needed, and require next steps.
Aggregate and correlate the five elements of condition monitoring, where all are available.
Maintains working knowledge for each of the condition monitoring five elements with subject matter expertise in at least 1 element.
Provides equipment recommendations to Caterpillar dealers and customers
Use enabling software tools & systems to prioritize and analyze condition monitoring data inputs.
Provides information for equipment management, lead tracking and resolution.
Assists with preparing monthly reports for customers and their Caterpillar dealers.
Participates in ongoing customer meetings with Caterpillar dealers, industry groups, Corporate Accounts, and DSDs as needed.
Communicates verbal recommendations as required to customers and their Caterpillar dealers.
Builds collaborative relationships & acts as a consultant with equipment management personnel.