Digital Tech Support Analyst

Career Area:
Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary:
Identifies, investigates, monitors and resolves Telematics dealer and customer issues in accordance with standards and processes. The position will have a heavy focus on the administrative tasks of quality management. Much of this position will work solely on utilizing proprietary, internal, Caterpillar quality systems, and turning that quality information into actionable insights to share with the team.

What You Will Do:

• Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.
• Developing troubleshooting techniques for Telematics Quality Issues. Working with Caterpillar dealers and customers to teach and deploy these troubleshooting techniques.
• Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
• Communicating about client feedback to technology teams in order to improve deliverables and meet business requirements.
• Utilizing internal Caterpillar Quality systems, to provide various means of presenting the quality data through metrics, and visualized presentations. Determining the best way to verbally speak to, or graphically display this quality data to tell a story.

What You Will Have:
Customer Focus:

• Fosters strong internal relationships via delivery on commitments, open communication, and on-going feedback/improvement.
• Anticipates the team's needs, focusing efforts to proactively meet needs and exceed stakeholder expectations.
• Communicates and models the criticality of customer focus as an organizational strategy. Must be capable of working with dealers and customers who are in the midst of having critical customer issues and helping them through the problems in a constructive manner.

Effective Communications:

• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience, which could be internal Caterpillar, or externally to dealers or customers.
• Communicates well downward, upward, and outward.

Business Intelligence:

• Develops processes for transforming aggregate data into useful business information.
• Evaluates metrics and quality information to provide feedback to the team on areas of focus for quality projects.

Systems Software Infrastructure:

• Reports software connectivity and integration issues.
• Capability to update software onto telematics devices, using basic, proprietary Caterpillar tools.
• Administers software migration and contingency plans related to own function.

Considerations For Top Candidates:

• Utilizes critical internal Caterpillar quality tools to create insights from quality data. Systems include a deep knowledge of the CPI Tool, RWA, QRQM, and SIMSi
• Expert level us of Microsoft Excel, importing and exporting data from multiple systems, and the ability to work with and manage very large data sets.
• Working level knowledge of Microsoft PowerPoint.
• Great collaboration skills, with the ability to work with various different internal groups, to create presentations that can be shared both internally and externally.
• Background with standard 6 Sigma quality processes.

Additional Details:

This position will be located primarily in the office, with potential travel at times of up to 10%

Summary Pay Range:
$87,480.00 - $131,280.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees

Posting Dates:
April 16, 2025 - April 23, 2025

Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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