Customer Services Specialist - Condition Monitoring

Caterpillar Inc.•Houston, TX

5d•$81,370 - $122,060•Onsite

About The Position

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.
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.
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.
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.

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.