Digital Tech Support Analyst

Caterpillar Inc.•Chicago, IL

1d•$99,840 - $133,810•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 Inc. seeks Digital Tech Support Analyst at its facility located at 540 West Madison, Chicago, IL 60661.

Requirements

A bachelor’s degree or foreign equivalent in Computer Information Systems, Computer Science, or a related field plus 2 years of experience as a Tier 2 or Tier 3 Support Analyst, Application Support Specialist, Technical Support Engineer, or related occupation.
Relational databases support, querying and database reporting
Creating and running Python scripts
Postman or other tools used to generate and receive API requests and responses
VisionLink, Product Link hardware, and SOS Web Services
SalesForce, Service Now, Azure DevOps and other ticketing and SaaS platforms

Responsibilities

Deliver technical roadmaps on business processes and applications to support business objectives, standards and processes.
Analyze business requirements, current technical gaps needed to support business strategies and expectations.
Conduct risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
Communicate about client feedback to technology teams to improve deliverables and meet business requirements.
Monitor overall performance of assigned digital products and provide best in class support for customer issues through resolution.
Provide Worldwide support for overall performance (including reliability, durability, maintainability, and serviceability) of assigned current and future digital products.
Identify, investigate, and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
Report in all forms from customers, dealers, industry reps and subsidiaries.
Analyze and troubleshoot software issues, development of interim corrective actions or identification of temporary workarounds.
Formally document issues and provide follow-up on the resolution process with industry and development teams.
Adhere to defined service level agreements for solutioning issues reported by customers, dealers, and Cat internal team members.
Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
Stay current with all digital products and applications, also develop and maintain digital products and application knowledge base and training materials.
Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.
Participate in Safety Audits and provide technical assistance for defense in digital products and application liability lawsuits.
Conduct dealer and customer visits to provide expert technical assistance on urgent field issues for digital products and applications.