Job Description

Career Area:

Digital

Job Description:

JOB PURPOSE: The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.

JOB DUTIES:

Responsibilities of the incumbents is to provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.

Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.

Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries

Issue investigation; statistical analyses, testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc.

Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.

Conduct Serviceability Audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.

Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.

Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products.

Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.

Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.

As needed, conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Basic Qualifications:

Requires a college or university degree, technical certification or equivalent experience.

3 plus years of experience in telematics hardware/software support or support work for various digital products and process

Top candidates will also have:

Expertise in administration tasks for PSCRM/Salesforce

Experience with Product Link support, digital databases

Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillars organization.

EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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