Operations Analyst Jobs

About The Position

Requirements

• Bachelor's Degree or 2+ years of Caterpillar dealer service experience
• Strong typing and computer skills
• Advanced proficiency in Microsoft Office Suite, especially Excel
• Excellent verbal and written communication skills, including the ability to communicate clearly in person, by phone, through email, and through Teams meetings
• Strong ability to build, track, modify, and interpret operational reports and utilization metrics
• Advanced Excel skills, including formulas, pivot tables, data analysis, and report development
• Experience with Dynamics 365 ERP or other modern ERP platforms
• Experience with ADP or similar timekeeping platforms
• Proficiency with AI tools and the ability to use them responsibly to improve reporting, process efficiency, communication, documentation, and daily workflow
• High attention to detail with a strong commitment to data accuracy, documentation quality, and follow-through
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend practical process improvements
• Ability to work effectively across departments, influence without direct authority, and translate operational needs into practical process or system improvements
• Demonstrate ability to learn and master various software systems that are key tools to perform duties
• Primarily office-based role requiring regular use of a computer, phone, and collaboration tools
• Must be willing and able to visit branch locations, service departments, and operational work areas as needed
• Must be able to read and comprehend information from computer terminals, reports, memos
• Must be willing to travel to other branch locations if needed

Nice To Haves

• Power BI or Power Query experience preferred

Responsibilities

• Collaborates in the development and implementation of organization policies, practices, procedures, and attainment of operating goals
• Reviews, analyzes, and prepares reports, records, dashboards, and operational data with the Service Operations Manager to support planning, decision-making, and continuous improvement activities
• Communicates with departments and maintains effective working relationships to identify service needs
• Administers service policy and assists in making needed changes or creating new policies
• Maintain and audit service sell rates, service call metrics, and standard operating processes across service divisions
• Analyze service operational data to identify trends, process gaps, and improvement opportunities related to productivity, profitability, work order flow, and customer satisfaction
• Support and train new users on Dynamics 365 ERP or other modern ERP systems, as well as new policies and procedures
• Serve as SME for employees as it relates to service processes, policies, and procedures
• Develop, maintain, and update standard operating procedures, process maps, training materials, and reference guides for service operations
• Support outside vendors on system implementation, issue resolution, process changes, testing, and user acceptance validation
• Support change management efforts by communicating process changes, gathering field feedback, training users, and helping drive adoption across service and back-office teams
• Collaborate with Caterpillar Product Support Operations Representatives on data requests, policy changes, and new initiatives
• Perform any other duties necessary to improve customer satisfaction, operations, and profitability

Benefits

• Medical
• dental
• vision
• life insurance
• 401(k) match
• short- and long-term disability
• health savings account
• PTO
• Profit Sharing Account