Senior Digital Technical Support Engineer - Cat Customer Support

Caterpillar Inc.•Peoria, IL

5d•$112,710 - $169,060

About The Position

As a Senior Digital Tech Support Engineer in Cat Customer Support, you will be the voice, guide, and problem-solver for our global CI customers actively using or onboarding Cat Technology product offerings, Product Link & VisionLink. You won’t just answer questions, you’ll restore trust, reduce downtime, and help customers feel confident using our products. Every solution you provide will directly improve the customer experience/satisfaction and strengthen our reputation for exceptional service.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. Ability to listen to and understand customer needs, respond with empathy and urgency, and provide accurate, timely technical solutions that reduce customer effort, restore confidence, and improve the overall support experience. Prioritizes customer needs, reduces effort, and delivers a positive support experience.
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. Communicates technical information clearly and professionally across phone, email, and chat while actively listening, confirming understanding, and guiding customers through next steps or resolution. Communicates escalation details clearly to internal teams so complex issues can be resolved efficiently. Ensures written communication is concise, accurate, professional, and in simple terms (limited technical jargon) in order for customers to understand
Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation. Diagnoses hardware, software, connectivity, application, and machine technology issues by asking targeted questions, analyzing symptoms, using available resources, and guiding customers through clear resolution steps or escalation. Analyzes customer symptoms, error messages, system behavior, and available data to determine likely root cause and next steps. Guides customers through step-by-step troubleshooting in a clear, calm, and professional manner.

Nice To Haves

Experience working in a contact center environment
Experience with documentation and knowledge sharing
Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
Experience with Detect & Safety Systems
Cat Command, Product Link, VisionLink, as well as technical knowledge of Cat machines, engines and generators
Mechanical aptitude and the ability to understand machine systems, components, and operational behavior is preferred
Experience with CRM tools with Salesforce or MS Dynamics preferred
Bilingual (English/Spanish a plus)

Responsibilities

Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
Diagnose and troubleshoot hardware, software, and connectivity issues
Provide support for the following technologies: Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well as other machine-based inquiries
Document issues, solutions, and patterns in our ticketing system to help improve future support.
Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores