VisionLink Support Specialist

Mustang Cat•Houston, TX

About The Position

The VisionLink Support Specialist is responsible for supporting, optimizing, and expanding the use of VisionLink across the dealership’s customer base. This role serves as the primary internal and external resource for telematics support, customer onboarding, training, and performance monitoring. The Specialist ensures customers receive actionable insights from connected assets to improve uptime, reduce operating costs, and increase overall equipment productivity

Requirements

Experience in data analytics, data science, or a related analytical role
Strong ability to collect, interpret, and analyze data from multiple sources
Proficiency with Microsoft Office and database systems
Excellent written and verbal communication skills
Ability to work collaboratively across teams and departments
Strong attention to detail with effective organization and time management skills

Nice To Haves

Associate’s degree or technical certificate in a mechanical, technical, or related discipline
Prior experience as a diesel technician or in a heavy equipment service environment
Experience performing root-cause analysis and identifying machine issues
Familiarity with Caterpillar equipment and condition monitoring tools such as VisionLink, Cat Inspect, SIS, and Foresight

Responsibilities

Provide frontline support for VisionLink-related inquiries from customers and internal teams.
Assist customers with account setup, asset visibility, subscriptions, and dashboard configuration.
Troubleshoot telematics hardware and connectivity issues (Product Link devices, cellular/GPS communication).
Coordinate with Caterpillar technical support when escalation is required.
Lead customer onboarding sessions for new machine deliveries.
Conduct virtual or in-person VisionLink training sessions.
Develop quick-reference guides and internal best practices documentation.
Ensure customers understand features including: o Health alerts o Utilization tracking o Preventive maintenance scheduling o Productivity analytics o Fuel and idle reporting
Identify opportunities to increase VisionLink subscription penetration.
Support CVA and Services Commitment initiatives through telematics utilization.
Train Sales, Parts, and Service teams on VisionLink capabilities.
Support sales efforts by demonstrating telematics value to prospects.
Assist with reporting needs for leadership (utilization trends, adoption rates, subscription growth).
Partner with Condition Monitoring Analysts to translate telematics data into customer value.