Lead Digital Operations Support Analyst - New Product Introduction (NPI)

Caterpillar•Chicago, 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 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 Join Cat Digital Fleet & Operations Solutions (DF&OS) Team and play a critical leadership role in ensuring the successful introduction and performance of Caterpillar digital products. As a Lead Digital Operations Support Analyst, you will lead New Product Introduction (NPI) field readiness and post-launch performance management, ensuring new digital solutions meet customer experience expectations. This role serves as the primary bridge between field feedback, product teams, and engineering during early adoption, driving rapid issue detection, structured field follow initiatives, and continuous improvement.

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.
Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.
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

Bachelor’s degree or equivalent experience in engineering, information systems, computer science, analytics, or a related field.
Extensive experience supporting digital products, engineering teams, or field operations.
Experience with telemetry, support data, and software lifecycle processes.
Familiarity with agile development, issue tracking tools, and release management practices
Extensive knowledge of digital product support, early-life performance monitoring, and field issue resolution.
Strong analytical and problem-solving skills with the ability to identify trends and drive corrective actions.
Ability to lead cross-functional initiatives in a matrixed organization.
Experience working with NPI / dNPI processes and digital product launches.
Excellent communication skills with the ability to translate technical issues into actionable business insights.

Responsibilities

New Product Introduction (NPI) & Launch Readiness Lead digital NPI field readiness activities to ensure products are supportable, diagnosable, and service-ready prior to launch. Partner with product, engineering, test & evaluation, and service teams to identify and close launch readiness gaps.
Leading Field Follow Initiatives Design and lead structured field follow programs for newly released digital products. Establish 30/60/90 day early-life monitoring plans to proactively identify emerging issues. Serve as a primary coordination point between field feedback, engineering, and product teams. Drive prioritization, ownership, and closure of field follow actions.
Early-Life Product Monitoring & Issue Resolution Monitor early field performance using telemetry, support data, as well as dealer & customer feedback. Identify patterns related to failures, performance degradation, usability gaps, or service challenges. Lead root cause analysis and ensure timely corrective actions, including software fixes, configuration updates, or process changes. Develop interim field mitigations and guidance while permanent solutions are implemented.
Feedback Loop to Product & Release Teams Translate field follow insights into actionable inputs for product backlogs, release planning, and usability improvements. Support software release activities including deployments, migrations, documentation, and release communications. Capture and institutionalize lessons learned into future NPI standards and practices.
Customer Enablement & Technical Leadership Support dealers, customers, and internal teams during early adoption, upgrades, and implementations. Provide on-site dealer or customer support for urgent or high-impact early-life issues.
Knowledge Management Standards Maintain digital product knowledge bases, configurations, and early-life issue documentation. Collaborate cross-functionally to improve customer support standards and procedures for new products.