NOC Operations Analyst-Customer Services Coordinator

Career Area:

Product Support

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.

About EPD

Caterpillar's Electric Power Division (EPD) offers integrated solutions, parts, and services to meet the needs of our various commercial and industrial electric power customers. EPD supports a wide range of customer applications across the globe, including providing back-up power to hospitals, providing emergency power when natural disasters strike, and supporting critical infrastructure for data centers, municipalities, and more. With a rich history of more than 95 years in the electric power business, our team has world-class expertise and a proven ability to adapt to changing demands. We’re committed to providing sustainable and reliable solutions to our customers. Join our team to help build a better, more sustainable world for future generations!

Role Definition
Carry out and perform daily tasks relating to energy monitoring and energy management in the Tangent Operations Center. Monitor, control, and troubleshoot multiple client systems to ensure uptime and client satisfaction.  This position will be required to work rotating 12-hour shifts, including shift work at night and during the weekends and holidays.  Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.
Responsibilities

• Maintaining a pulse on the regional electric markets in real-time

• Monitoring asset status, troubleshooting hardware and software issues associated with customers’ electrical assets and monitoring equipment.
• Addressing minor issues and resolving minor complaints. Ensuring all customer communication is clearly documented and customer SOPs/MOPs are followed with attention to detail.
• Answering inbound customer inquiries. Providing health analysis or troubleshooting of systems and assets and redirecting them when appropriate.
• Identifying issues and determining appropriate course of action for effective resolution.
• Processing results from analysis of technical data
• Understand prime product or component health or status, if action is needed, and required next steps.
Skill Descriptors
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 Basic Understanding:
• Cites examples of effective and ineffective communications.
• Explains the importance of effective business communication.
• Speaks/writes using correct language, mechanics, and gestures.

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.  Ability to analyze and solve problems in a timely and efficient manner.
Level Basic Understanding:
• Explains the value of a disciplined approach to problem solving.
• Describes problem reporting and escalation practices.
• Utilizes accepted procedures for problem analysis and resolution.
• Identifies key aspects of problem-solving techniques used in own area.

Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
Level Basic Understanding:
• Describes alternative data-gathering techniques and tools.
• Documents basic data-gathering methodologies.
• Identifies the purposes of data gathering and analysis.
• Identifies key objectives in gathering and analyzing data.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Basic Understanding:
• Cites personal experiences of receiving excellent customer service.
• Describes examples of poor, mediocre, and excellent service.
• Explains how managing customer perceptions and expectations enhances customer service.
• Describes several important business benefits of providing high quality service.

What You Will Get

Our goal at Caterpillar is for you to have a rewarding career. Here you earn more than just a salary because we value your performance. We offer a total rewards package that provides benefits on day one (medical, dental, vision, RX, and 401K) along with the potential of an annual bonus. Additional benefits include paid vacation days and paid holidays.

Additional Information

• Relocation assistance is not available for this position.  Any relocation costs incurred would be the responsibility of the selected applicant.

• Visa Sponsorship is not offered for this role. #LI

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.

Posting Dates:

April 3, 2024 - April 16, 2024

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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