EM Strategic Digital Advisor

Yancey Bros. Co.•Austell, GA

3d•Onsite

About The Position

The Strategic Digital Advisor will be seen as the subject expert for Caterpillar's digital suite and will act as the company in contact for analysis, application questions, training, data utilization, and best practices. This role represents the highest tier of digital consulting—an elite team entrusted with solving the most complex customer challenges, driving enterprise adoption, and setting the standard for excellence in digital solutions.

Requirements

High school diploma or equivalent
Computer/internet savvy with advanced troubleshooting capabilities
Strong proficiency in Microsoft Excel and ability to create detailed reports
Ability to analyze complex technical issues and communicate solutions clearly to internal teams, external customers, and OEM partners
Excellent written and verbal communication skills for documentation and coaching purposes
Strong customer service orientation with a commitment to providing white-glove service
Ability to thrive in a fast-paced environment, prioritize effectively, and manage multiple projects simultaneously while maintaining accuracy and professionalism
Demonstrated ability to mentor and coach team members to improve performance and knowledge

Nice To Haves

Experience with construction equipment, telematics, and fleet management systems
Familiarity with Caterpillar dealer systems, digital platforms, and service processes
Background in data analysis and performance metrics reporting
Experience managing enhancement requests and collaborating with OEMs or technology partners
Knowledge of best practices for process improvement and efficiency optimization

Responsibilities

Serve as a strategic digital advisor to key enterprise customers, driving executive-level conversations that align Caterpillar digital solutions with customer business objectives and operational outcomes.
Proactively assess fleet performance, system health, and connectivity to identify risks, uncover opportunities, and deliver continuous improvement recommendations.
Lead comprehensive fleet connectivity audits and translate insights into actionable strategies that improve utilization, uptime, and cost efficiency.
Act as the highest level of technical and functional escalation resource, resolving complex application, integration, and data challenges with a focus on root cause elimination and long-term stability.
Collaborate directly with Caterpillar and internal stakeholders to influence product enhancements, integrations, and roadmap alignment based on real-world customer needs.
Champion digital adoption by designing and executing tailored enablement strategies for customers, sales teams, and field technicians—ensuring measurable value realization.
Own and lead customer-facing digital transformation initiatives, driving adoption of Caterpillar applications through structured workflows, governance, and change management practices.
Operate with a high degree of autonomy to prioritize, manage, and resolve critical issues across multiple systems, ensuring exceptional responsiveness and accountability.
Oversee and continuously improve ticketing and support workflows, ensuring service excellence, rapid resolution, and a premium customer experience.
Partner in the validation, testing, and deployment of new technologies, releases, and system enhancements to ensure seamless integration into customer environments.
Design and deliver advanced reporting, analytics, and insights that enable data-driven decision-making at both operational and executive levels.
Serve as a subject matter expert and trusted resource for all Caterpillar digital applications, confidently addressing complex technical and functional inquiries.
Collaborate cross-functionally with sales, operations, and support teams to deliver seamless customer experiences, including pricing, order lifecycle, and issue resolution support.
Lead integration efforts with third-party platforms, including API strategy, data mapping, and validation to ensure scalable, high-quality data exchange.
Provide governance and oversight for critical administrative systems, including Dealer Services Portal and Customer Administration tools, ensuring accuracy, compliance, and efficiency.
Manage and resolve high-impact asset exceptions (e.g., stolen, missing, or damaged equipment) with urgency, professionalism, and attention to detail.
Ensure accuracy and integrity of subscription billing through detailed reconciliation and proactive issue resolution.
Model and uphold the highest standards of safety, professionalism, and operational excellence in all activities.
Take ownership of additional strategic initiatives and responsibilities as required to support business growth and customer success
Participate in required safety program, and work in a safe manner
Additional duties as assigned by manager