VisionLink Support Specialist
About The Position
The VisionLink Support Specialist supports, optimizes, and expands the use of VisionLink across the dealership’s customer base. The role is the primary internal and external resource for telematics support, customer onboarding, training, and performance monitoring. The Specialist helps customers use connected-asset insights to improve uptime, reduce operating costs, and increase equipment productivity. The role provides frontline support for VisionLink inquiries, assists with customer accounts and dashboard setup, and troubleshoots telematics hardware and connectivity issues. It also leads customer onboarding and training, prepares reference materials, helps dealership teams use VisionLink, supports sales demonstrations and reporting, and works with Condition Monitoring Analysts to turn 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 needs, including utilization trends, adoption rates, and subscription growth.
- Partner with Condition Monitoring Analysts to translate telematics data into customer value.
Benefits
- Great work-life balance.
- Job stability and career growth opportunities.
- Comprehensive benefits package including medical, dental, and vision.
- 401(k) with employer match.
- Tuition reimbursement and development opportunities.
- Paid time off and holidays.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
