Digital Specialist - Product Health
About The Position
The Product Health - Digital Specialist role is responsible for advancing customer adoption of Cat digital tools and strengthening Product Health support across Louisiana Cat. This fast-paced position will train customers on VisionLink, conduct Customer Digital Reviews, troubleshoot DNA alerts data mismatches, support Product Link operations and help customers set up proactive notifications, PM tracking, and digital reporting. The role works closely with Service and Product Health teams to identify customer opportunities, provide actionable leads to Service, support condition monitoring and remote services coordinate Product Link work, and improve the consistency and value of Louisiana Cat’s digital customer experience.
Requirements
- Bachelor’s Degree in related field or equivalent relevant experience
- Strong computer skills, including MS Office such as MS Word, MS Excel, MS Outlook, and digital reporting platforms
- Ability to effectively present information and respond to questions from managers, clients, customers, and other employees of the organization
- Strong communication, problem-solving, and customer service skills
Nice To Haves
- Experience with VisionLink, Cat Digital tools, Product Link, condition monitoring, preventive maintenance, or service operations
- Minimum 2+ years relevant work experience
Responsibilities
- Train customers on how to use VisionLink and improve adoption of Cat digital capabilities
- Perform Customer Digital Reviews aligned to customer subscriptions, connected assets, and available capabilities
- Troubleshoot DNA alerts, including customer data mismatches and connectivity issues
- Provide qualified leads and digital insights to the Service Department
- Set up customer notifications in VisionLink for PMs, fault codes, inspections, and SOS events
- Enable PM interval tracking for customers and support proactive maintenance planning
- Automate specialized VisionLink reports and support CEDE condition monitoring reporting
- Support remote services, including remote troubleshooting and remote flash coordination
- Stay current on Cat Digital changes and communicate relevant updates to internal teams and customers
- Monitor TCRA (Total Connected Reporting Assets) and EM active customers to improve visibility and follow-up
- Manage all open and closed Product Link work orders, including warranty-related items
- Answer rental requests and capture required changes in systems
- Manage VisionLink subscription changes
- Support connectivity / device activation
- Coordinate technicians to jobs for Product Link
- Handle Product Link onboarding from Salesforce
- Quote connectivity and Product Link repairs
- Run reports on Product Link Service Letters
- Create Total Connected Reporting Assets target list
- Assist the Service and Rental Department with Product Link-related issues
Benefits
- Health, Dental, Vision, $50,000 Company Funded Life Policy (if enrolled in Health)
- Short- and Long-Term Disability Insurance
- Voluntary Accident, Critical Illness, Hospital Indemnity, Cancer, Supplemental Life and additional voluntary policies
- 401K Plan with Company Match
- Paid Holidays & Vacation
- Technician Tool Loan Program up to $2,000
- Safety Boot / Safety Prescription Glasses Allowances
- Employee Discounts
- Credit Union
- Technician Career Development Program - Shop & Field Service Training
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
