Product Support Administrator

Altorfer•Cedar Rapids, IA

2d•Onsite

About The Position

We are seeking a detail‑oriented and highly organized Product Support Administrator to support our asset management, contract billing, and population file accuracy across multiple teams. This role is central to maintaining clean data, ensuring proper territory alignment, and supporting key operational metrics that drive our business. You will serve as the primary gatekeeper for population file changes, support telematics and subscription processes, and collaborate closely with sales, product support, and other internal stakeholders. This position offers the opportunity to learn specialized Caterpillar systems, develop expertise in fleet analytics, and contribute to continuous improvement across our operations.

Requirements

Strong attention to detail and accuracy
This position will travel to other branches and attend specific events when needed
Ability to manage multiple tasks and deadlines
Excellent communication and collaboration skills
Comfort working with data, spreadsheets, and system‑driven workflows
Must have a valid driver’s license and clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

Nice To Haves

Experience with Caterpillar systems (DNA, VisionLink, Product Link, CCAT)
Background in asset management, billing, or equipment operations
Familiarity with telematics or fleet management tools

Responsibilities

Asset & Population File Management
Maintain and update population files, including:
In‑territory and out‑of‑territory designations at both customer and asset levels
Machine park requests
Annual population file refreshes for assigned accounts
Serve as the gatekeeper for change requests from sales reps and internal teams.
Manage holding and unknown accounts to ensure timely and accurate asset movement.
Telematics, Territory, & Alert Management
Learn and manage Caterpillar DNA alerts, including:
Out‑of‑territory discrepancies
Telematics‑related alerts
Use geofencing strategies to review asset movement and determine required updates.
Review VisionLink reporting to identify out‑of‑territory assets and recommend subscription level adjustments.
Contract & Subscription Support
Assist with customer and dealer asset claims as part of the Trifecta asset‑match metric.
Learn ARO reporting metrics to identify fleets needing telematics connectivity.
Support influencer updates and ensure customer information is kept current.
Train as a backup for Product Link registrations.
Support billing processes, including:
Add‑on subscriptions (PerformancePro, Advanced Productivity, Grade Control)
CVA billing
Potential monthly billing for JSS machines once NAXT is implemented
Ownership & Compliance
Process CCAT ownership requests:
Verify ownership
Approve or deny requests
Update population files as needed
Review missed services (CVAs, PMs) and assist with root cause analysis and resolution.
Other Duties
Support additional fleet, contract, and administrative tasks as assigned.