Product Support Specialist – Cat AI Solutions

Caterpillar•Peoria, 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. Your Work Shapes the World at Caterpillar Inc. 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 Product Support Specialist – Cat AI Solutions provides expert technical, operational, and customer-facing support for Caterpillar’s AI-enabled products, including the Cat® AI Assistant, integrated digital applications (e.g., PCC, CC, VL, SIS), and emerging in-cab AI capabilities. This role ensures reliable product performance, manages issue resolution, supports release readiness, and partners closely with product, engineering, and customer success teams to enable world-class AI solution adoption and lifecycle support.

Requirements

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 Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.
Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.
Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Nice To Haves

Technical Troubleshooting & Problem Solving Strong ability to facilitate cross functional experts to diagnose complex issues involving AI agents, APIs, model behavior, connectivity, and hardware/software interactions.
Ability to synthesize information, develop resolution strategies, and lead problem-solving efforts with cross-functional teams.
Effective Communication Clearly translate technical concepts into accessible language for customers, dealers, and internal partners.
Provide concise, constructive feedback and interpret non-verbal customer cues when engaging live or virtually.
AI Product & Platform Knowledge Understanding of machine learning fundamentals, AI assistant architectures, and multi-agent systems.
Knowledge of digital platform and digital application ecosystems (i.e. SIS, PCC, CC, VL)
Release Management Familiarity with testing, validation, migration considerations, and staged deployment approaches for AI systems.
Experience supporting AI products and/or Cat Digital and Technology solutions
Exposure to Caterpillar digital ecosystem, dealer workflows, or machine electronics/telematics.
Background in customer support engineering, technical field support, or digital product operations.
Experience with reliability monitoring, system performance analysis, or AI model evaluation metrics.

Responsibilities

AI Product Support & Issue Resolution Facilitate cross functional team to diagnose, troubleshoot, and resolve technical issues related to AI assistants, machine-embedded AI, and integrated digital workflows.
Create and manage trouble reports; validate fixes for completeness, correctness, and business impact.
Escalate issues following established procedures and coordinate with engineering for root-cause analysis and corrective actions.
Provide ongoing support after production launches, ensuring updates, bug fixes, and enhancements are delivered effectively.
Customer & Dealer Support Advise customers and dealers on usage, configuration, and best practices for AI-enabled tools (e.g., troubleshooting, parts identification, service workflows).
Deliver training and help documentation, ensuring users understand capabilities and limitations of AI systems.
Capture VOC insights (dealers, customers, internal users) and translate them into actionable improvements for product teams .
AI Release & Lifecycle Management Participate in validation, testing, packaging, and deployment activities for new AI releases and agent capabilities.
Help coordinate documentation for each release, including feature changes, known issues, and rollout notes.
Provide readiness support for iterative releases, including UAT coordination and cross-functional engagement for approvals (e.g., business sign-off for production launches).
Technical & Product Expertise Maintain knowledge of AI models, agent capabilities, platform integration behaviors, machine connectivity constraints, and user workflow impacts.
Support major integrations, and customizations across mobile, web, machine, and hybrid environments.
Advise on platform dependencies, data requirements, environmental constraints, and reliability metrics for AI features.
Cross-Functional Collaboration Work closely with Product Management, Data Science, Engineering, Platform teams, and Customer Support organizations.
Support cross-organizational alignment between Cat Digital, Cat Technology and other business units to ensure cohesive execution and customer experience.
Contribute to prototyping, pilot rollouts, and testing cycles as AI capabilities expand across applications and hardware platforms.