Product Support Specialist Rep

Career Area:

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 Purpose:

Provide professional services to Caterpillar E&T Dealers and customers, including internal customers, supporting telematics installs, training, and quality of performance. This could also include site visits and requirements, equipment selection, installation support, data validation, troubleshooting, and quality issue investigations.
To fulfill this job, the incumbent must have depth of knowledge of E&T customers' applications and equipment and how to leverage telemetry hardware and existing Product Support processes to meet the customers data needs. There is also an expectation and opportunity to interface with customers and Dealers providing expert counsel back to the business units on Voice of Customer (VOC), quality support needs, expectations on telemetry system performance and equipment requirements.

Responsibilities:

• Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.
• Analyzing business requirements, current technical gaps needed to support business strategies and expectations.
• 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.

Skill Descriptors

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.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs.

Systems Thinking: Knowledge of the critical interdependencies among individual system elements that help and hinder performance; ability to plan and design solutions that synchronize resources to achieve business results.

Business Intelligence: Knowledge of business intelligence; ability to utilize business processes and technologies for gathering, storing, analyzing, and providing access to data that helps the organization make better business decisions.

Application Design, Architecture: Knowledge of basic activities and deliverables of application design; ability to utilize application design methodologies, tools and techniques to convert business requirements and logical models into a technical application design.

Data Warehousing: Knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions.

Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools.

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

Basic Qualifications:

• Engine experience would be ideal.
• Experience with field / dealer support
• Caterpillar electronic tools exposure (comm adaptors, ET, etc)
• Ability to hook up/ troubleshoot Caterpillar PLEs and Controllers
• Troubleshoot communications on data buses (CDL, CAN, MODBUS)

This is a Hybrid position that requires 3 days a week in the Houston office.

Relocation assistance is available for this role

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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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