Digital Tech Support Analyst

Caterpillar Inc.•Mossville, IL

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. Cat Technology collaborates with partners across the Caterpillar enterprise to advance technologies including autonomy and automation, which helps enhance site safety, productivity and efficiency across customer operations worldwide. Cat Technology also owns enterprise-wide initiatives in innovation, research and development, manufacturing automation and advanced materials, ensuring Caterpillar continues to lead the industry in technological excellence and engineering innovation. Job Summary: As the Digital Tech Support Analyst, you will be responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.

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.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Nice To Haves

A college or university degree, technical certification or equivalent experience.
Previous experience in infrastructure system administration or support work
Previous product support experience
Background in Ethernet and CAN (J1939) data captures

Responsibilities

To provide Worldwide monitoring of 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.
Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
Issue investigation; statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.
Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
Conduct Serviceability Audits on NPI for digital products and applications.
Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products.
Stay current with all digital products and applications, also develop and maintain a 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 product and application liability lawsuits.
Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.