Digital Adoption Specialist

Milton CAT • Milford, MA

4h • $60,000 - $70,000

About The Position

This is a customer service role for a self-directed professional who takes ownership of the customer experience. The Digital Adoption Specialist helps Milton CAT customers get started with and confidently use Caterpillar digital tools, including parts.cat.com, CAT Central, and VisionLink. The role welcomes users, answers questions, resolves access issues, and follows up to ensure a smooth onboarding experience. The specialist stays informed about platform changes, shares updates with customers and employees, supports marketing efforts, and participates in digital meetings.

The position provides coverage for the E-commerce Specialist during absences and may include similar duties assigned by a supervisor. Travel within the New England and upstate New York territory, up to 25% of the time, is required to meet with and support customers. The stated salary range is $60,000–$70,000. A background check and drug test are required as part of the pre-employment process.

Requirements

• Associate degree or high school diploma and 3 years of relevant work experience.
• Strong customer service and communication skills, including the ability to build relationships, listen to customer needs, and work with diverse teams.
• Customer-focused approach and ability to understand benefits and challenges from the customer's perspective.
• Ability to rapidly learn and stay current about CAT digital tools, e-commerce platforms, and related processes and systems, and explain them clearly to customers.
• Detail-oriented and thorough, with strong analytical and problem-solving skills.
• Self-driven and motivated to succeed with limited supervision.
• Proficiency with Microsoft Word, Excel, SharePoint, PowerPoint, Copilot, and Teams.
• Ability to travel within the New England and upstate New York territory up to 25% of the time.
• Valid driver's license and a clean driving record.
• Successful completion of a background check and drug test as part of pre-employment.

Nice To Haves

• Experience with parts.cat.com, CAT Central, VisionLink, or other e-commerce or digital platforms.
• Customer service and training experience.

Responsibilities

• Own each customer's digital adoption as their primary point of contact, guiding them from their first request through successful use of parts.cat.com, CAT Central, and VisionLink.
• Answer customer questions, troubleshoot registration and login issues, and follow up until customers are set up and comfortable using the tools.
• Support internal and external requests for platform access, updates, and maintenance, and communicate relevant information clearly and promptly to customers and employees.
• Introduce customers to digital platforms by explaining their business benefits and demonstrating key features.
• Support efforts to meet and maintain Caterpillar standards.
• Analyze data in business systems, CAT Insights, and other information sources to track onboarding and digital adoption, identify customers who need support, and proactively contact them.
• Attend off-site events to promote CAT digital tools.
• Provide coverage for the E-commerce Specialist during absences so customer requests and digital platform support continue.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree