Digital Tech Support Analyst

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.

Identifies, investigates, monitors, and resolves customer issues in accordance with standards and processes.

Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.

Communicating about client feedback to technology teams to improve deliverables and meet business requirements.

Customer Focus:

Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Facilitates creation of the 'right' products and services to resolve customer business issues.

Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.

Advises others on creating customer focused environments in various scenarios.

Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.

Communicates and models the criticality of customer focus as an organizational strategy.

Effective Communications:

Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviours.

Reviews others' writing or presentations and provides feedback and coaching.

Adapts documents and presentations for the intended audience.

Demonstrates both empathy and assertiveness when communicating a need or defending a position.

Communicates well downward, upward, and outward.

Employs appropriate methods of persuasion when soliciting agreement.

Technical Troubleshooting:

Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.

Discovers, analyzes, and resolves hardware, software or application problems.

Works with vendor-specific diagnostic guides, tools and utilities.

Handles calls related to product features, applications, and compatibility standards.

Analyzes code, logs, and current systems as part of advanced troubleshooting.

Records and reports specific technical problems, solving processes and tools that have been used.

Top Candidates will have:

Experience with technical troubleshooting for electronic and / or mechanical systems.

Ticketing experience with common tools such as Salesforce, Azure Dev Ops, or Microsoft PSCRM.

Experience working with Caterpillar dealers, machine products, or industrial grade electronics.

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply.