Digital Training and Knowledge Analyst; Cat Customer Support

Caterpillar•Peoria, IL

About The Position

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world. Job Summary: Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Cat Customer Support team and will partner with 3rd party contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality related activities to our 3rd party suppliers and will work to develop regular reviews of all knowledge articles and curriculum materials.

Requirements

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.
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.
Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
Software Product Knowledge: Knowledge of technical aspects of a software products
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

Four-year degree with experience in progressive training assignments involving classroom instruction, design, development, and delivery of training courses and materials and/or proven experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead
Contact center experience is a strongly desired.
Demonstrated knowledge of adult learning techniques and best practices in training delivery.
Knowledge of Microsoft Word, PowerPoint, Excel, and Co-Pilot
Experience working with Contact center tools such as Salesforce or Microsoft Dynamics 365
Solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed

Responsibilities

Develops training materials, knowledge articles, and course content.
Identifies training needs, provide guidance and expertise, and overall training strategy.
Supports Caterpillar’s Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards.
Deploys a wide variety of training methods.
Creates an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally.
Resolves any specific problems and tailor training programs as necessary.
Maintains a keen understanding of training trends, developments, and best practices.
Works with internal departments and SMEs as required to build training materials.
Supports hands-on and classroom training related to product support, technical troubleshooting, and customer relationship management actives.
Participates in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.
Creates, analyzes, and validates business requirements, translating them into detailed functional requirements and user stories, defining acceptance criteria, and obtaining requirements signoff from requesting business partners.
Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes, and strategies.
Helps manage and organize appropriate information, dashboards, metrics, and other reports for team members to use with their partners.
Supports digital projects that identify linkages and synergies across business units, industries and/or Dealers.
Supports proper collaboration, coordination, training, communication and alignment among related areas, projects, and strategies within the team and with internal and/or Dealer partners.
Reinforces digital awareness through communication and identity programs in global regions and multiple business units, industry groups and/or Dealers.
Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.
Assists in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis.
Proactively seeks to develop personal digital acumen.
Tracks and monitors progress, typically via metrics reporting.
Other job duties assigned, as needed.