Manager Digital Operations Support

Caterpillar Inc.•Peoria, IL

2d•$147,760 - $240,110

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: The Manager of Digital Operations Support will oversee day-to-day support activities for specific products and services. Managing a team of 4-5 individuals, you will support the largest end customers for Caterpillar.

Requirements

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
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.
Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.
Customer Interaction: Knowledge of the principles and techniques of communicating with a customer; ability to utilize tools and techniques for customer interaction.
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 Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Nice To Haves

4 year degree in Information Technology field
Experience with application support and familiarity with ITSM best practices
Experience working with dealer and/or customer support
Leadership skills in managing a team in a dynamic environment with multiple high priority deliverables
Strong communications skills

Responsibilities

Manage onboarding analyst workload and deliver new Cat IP Customer Connections
Partner with IP Product Team to support and drive Cloud Migrations, product enhancements and performance testing of new features and bug fixes
Manage the Support Ticket process for IP including monitoring tickets, troubleshooting or escalating as appropriate to effectively support IP dealers and customers
Build relationships and become a trusted advisor to customers and dealer support groups to gather their IP requirements
Drive problem solving efforts to overcome obstacles and challenges by leveraging resources throughout the ecommerce environment