Digital Operations 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.

Job Summary

Our Cat Customer Support team provides end-to-end customer and dealer support for over 50 Caterpillar products and services. Internally, our Caterpillar team manages ongoing support execution and future strategic initiatives to continue to elevate the support experience provided by Caterpillar and our dealers.

What You'll Do

Managing 3-5 lines of business for support

Direct partnership with business partners and stakeholders to ensure continued alignment to scope, cost, quality

Ongoing analysis of support data to identify key trends and areas for improvement, resulting in recommendations to our internal support team, outside support partners or application/service development improvements

Development of business reviews summarizing support achievements (SLA, Customer Satisfaction, Quality, etc.) as well as key data analysis insights to improve the support experience

Presentation of business reviews to senior leaders, key stakeholders and business partners

Coordinating collaborative efforts with internal support team members (training, quality, operations, etc.) as well as application teams for continuous improvement efforts

What You'll Have

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 behaviors.

Level Working Knowledge:

• Delivers helpful feedback that focuses on behaviors without offending the recipient.
• Listens to feedback without defensiveness and uses it for own communication effectiveness.
• Makes oral presentations and writes reports needed for own work.
• Avoids technical jargon when inappropriate.
• Looks for and considers non-verbal cues from individuals and groups.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives.
• Examines a specific problem and understands the perspective of each involved stakeholder.
• Develops alternative techniques for assessing accuracy and relevance of information.
• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
• Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Level Basic Understanding:

• Obtains documentation and information on standards and their usage.
• Describes technical standards and procedures that affect the customer support position.
• Identifies key policies governing customer interactions.
• Explains the need to define and follow policies, standards and procedures.

Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Level Basic Understanding:

• Describes basic concepts and features of performance metrics in database, network, hardware and software systems.
• Explains reporting and record-keeping procedures.
• Identifies components contributing to system performance.
• Describes circumstances that cause performance degradation and bottlenecks.

Position Requirements

Completed degree from a university/college by start date in Business Administration, Communications, Marketing or similar OR the equivalent experience

For individuals pursuing or holding a degree, the minimum cumulative GPA is 2.8/4 (no rounding)

Summary Pay Range

$79,800.00 - $119,760.00 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

This position requires working onsite five days a week. Relocation is available for this position. Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.