VisionLink Support Specialist
About The Position
The VisionLink Support Specialist supports, optimizes, and expands the use of VisionLink across Mustang Cat’s customer base. The role is the primary internal and external resource for telematics support, customer onboarding, training, and performance monitoring. It helps customers use connected-asset insights to improve uptime, reduce operating costs, and increase equipment productivity. The Specialist provides frontline support for VisionLink inquiries, helps customers configure accounts and dashboards, and troubleshoots telematics hardware and connectivity. The role also leads onboarding and training, creates reference materials, and supports dealership teams with training, demonstrations, and reporting. The Specialist works with Condition Monitoring Analysts to translate telematics data into customer value.
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, 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, including Product Link devices and 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.
- Help customers understand health alerts, utilization tracking, preventive maintenance scheduling, productivity analytics, and 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 leadership with reporting on utilization trends, adoption rates, and subscription growth.
- Partner with Condition Monitoring Analysts to translate telematics data into customer value.
Benefits
- Medical, dental, and vision coverage.
- 401(k) with employer match.
- Tuition reimbursement and development opportunities.
- Paid time off and holidays.
- Work-life balance.
- Job stability and career growth opportunities.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
