Coordinator, Digital Operations - Mesa, Az

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.
WHO WE ARE:
Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.
WHAT WE OFFER:

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More

JOB DETAILS:
Shift 1st/Day Shift
Location In-Office
Schedule Standard work schedule to be provided by leader.
Salary Range $26.27 - $31.18 Per Hour
JOB SUMMARY:
Responsible for coordination of device provisioning, subscription activation, user onboarding, and revenue invoicing for Caterpillar’s (CAT) digital platforms, such as VisionLink, my.cat.com, Health Equipment Insights, Technician Toolbox, Minestar, Driver Safety System, and CAT Inspect. Support both internal work groups and external clients. Coordinate the establishment and/or maintenance of client and equipment information between the dealer and client.
ESSENTIAL FUNCTIONS:

• Effectively monitors Product Link’s inactivity reports and contacts appropriate internal resource or client for resolution.
• Coordinates with CAT and/or other CAT Dealerships to resolve duplication or conflict of equipment information by universal client identification.
• Provides parameters to service personnel for hardware installation and configuration.
• Provisions new and replacement devices and applies the appropriate subscription level.
• Receives input from all operational areas such as Product Link Install, Rental, Field Service, and various shops.
• Works with Empire resources to schedule technology product installations and ensure target completion dates are met. Progress and/or delays are communicated effectively to the client.
• Assists with billing of CAT digital platform subscriptions and ensures fees are charged to the proper accounts. Communicates infractions through management for reconciliation.
• Schedules Product Link installs with Service Operations, Client Value Agreement Team, and clients.
• Onboards and maintains new clients and users to CAT digital platforms. Acts as a resource for digital support requests.
• Creates and submits CAT digital support tickets for identified hardware and software issues and communicates resolution to end users.
• Establishes and/or maintains client/equipment subscriptions while considering CAT marketing promotions.
• Schedules occasional site visits with operational areas and clients for training on various CAT digital platforms.
• Executes and tracks remote device configurations, such as resetting service meter hour daily and firmware updates.
• Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures, and standards.

ADDITIONAL RESPONSIBILITIES:

• Ensures total client satisfaction through effective communication and interaction.
• Project a professional company image through in-person, phone, and email interaction.
• Help establish and maintain effective communications and informational flows with other departments.
• Document and communicate issues that may impact client satisfaction to the appropriate area.
• Utilize available technology to effectively communicate with the client and internal work groups.
• Work overtime as required to meet department and corporate objectives.
• Perform other related duties as may be required by Manager.
• Work within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Strong interpersonal skills to effectively assist and support clients and internal work groups.
• Must have strong oral and written communication skills.
• Must have mechanical aptitude and equipment knowledge of CAT and other related heavy construction and mining equipment.
• Must have basic Empire client knowledge.
• Must have working knowledge to effectively utilize Microsoft Office Products and dealer business systems.
• Must have planning and organizational skills to effectively manage client issues and equipment repairs.
• Ability to work with limited supervision.
• Must have acceptable and consistent attendance to meet all company standards and requirements.

EDUCATION AND EXPERIENCE:

• High school diploma or General Education Degree (GED).
• Minimum 2 years of experience in provisioning & maintaining equipment management data and related systems.
• Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to use hands to talk or hear.
• The employee frequently is required to stand; and walk.
• The employee is occasionally required to use hands for handling.
• The employee must regularly lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• If on an occasional basis, employees perform duties that Empire in good faith believes could affect the safety or health of the employee performing the task or others, then their role would be classified as working in a Safety-Sensitive Position.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly exposed to an indoor controlled environment.
• The employee is occasionally exposed to wet and/or humid conditions.
• The noise level in the work environment is usually moderate.
• Machinery and tool operation requires the use of safety equipment to include but not limited to eye safety glasses, hearing protectors.

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy and does not constitute a managing agent of the company.
Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.
Empire Southwest is an EEO/Affirmative Action Employer
Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

Health insurance, Dental insurance, 401(k), Vision insurance