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Digital Tech Salesforce Support Analyst (Remote)

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Career Area:
Digital
Job Description:
At Caterpillar, we're delighted to be making a significant investment in our Salesforce capabilities. We have an exciting and challenging opportunity for a Digital Technical Analyst. This role will have primary focus on supporting existing functionality in the Sales, Service, Experience and Marketing Cloud verticals of the Salesforce platform. This role will coordinate high priority case management dedicated to maximizing the value of the Salesforce product while adhering to sound ITSM practices. This role will frequently collaborate with Caterpillar dealers, Internal Business Partners, Architects, Developers and various levels of leadership to ensure we are meeting or exceeding established service level agreements.
JOB RELATED STATISTICS:
Indeterminate
JOB DUTIES:
This position reports to an IT Supervisor, Senior IT Supervisor or IT Manager, as do other staff jobs in application and technical systems and programming sections. Responsibilities are within functional lines with individuals assisting in new program development and/or maintenance of existing Salesforce capabilities.
1. To provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.
2. Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance.
3. Issue identification; reports in all forms from customers, dealers, industry reps and subsidiaries
4. Issue investigation; statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements.
5. Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
6. 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.
7. Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
8. Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products.
9. Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
10. 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.
11. Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits.
12. Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.
BACKGROUND/EXPERIENCE:
Required Qualifications:

Bachelor's degree in Computer Science, Information Technology or IT related field
4+ years' experience supporting the Salesforce platform
2+ years' experience with the Agile methodology (Scrum)
Certified Salesforce Administrator
Excellent communication skills, both written and verbal
Demonstratable analytical, critical thinking and problem-solving skills

Top Candidates will also possess these qualifications

Salesforce Advanced Administrator or Platform Developer I certifications
ITIL or ITSM certifications
2+ years working in an Agile development environment
Sales, Service, Experience and Marketing Cloud functional and technical knowledge
Experience with data management tools such as DataLoader
Experience working with an onshore/offshore team model

The preferred location is Peoria, IL, Chicago, IL or Dallas, TX, but remote work within the United States is available for the right candidate.
#BI-Remote
#LI-Remote
Visa sponsorship available for eligible applicants.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Not ready to apply? Submit your information to our Talent Network here .

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Kyle Cline

Analytics Manager

PEOPLE-FIRST EXPERIENCE

Work in a setting that prioritizes people

Leading a team isn’t Cline’s only duty. “My most important leadership role is being a father,” he said, commending the parental leave policy that let him be with his newborn son. The human element extends to entities like the Caterpillar Foundation, which among other initiatives, provides support to disaster-impacted areas. “I’m proud to work for a company that prioritizes communities and their people,” Cline said.

Caterpillar makes me feel like they want me to stay and grow.

Shilpi Banerjee

Senior Software Engineering Manager

GROW EACH DAY

Advance in a development-minded environment

A 16-year company veteran, Banerjee hasn’t just logged serious time with the company — but mileage, too. From navigating M&As in Japan and tackling new product introduction in China and Singapore, to spearheading digital efforts in India, the technologist has grown immensely since starting as an IT analyst. “At Caterpillar, there are myriad opportunities to explore your potential and grow your career globally,” Banerjee said.

Leaders appreciate initiative, enthusiasm, flexibility and the drive to get things done.

Jenny Thompson

Digital Product Manager

Real World Impact

Digital Solutions That Power the Bottom Line

Digital Product Manager Jenny Thompson sees connectivity as a cornerstone of great service. “Our digital services empower customers to improve their efficiency, productivity, profitability and sustainability — directly powering their bottom line,” Thompson said. To transform its customers’ operations, Caterpillar develops digital solutions that combine its many strengths: asset and service data, engineering and robust analytics. “These tools give customers insights about their operations and recommendations for their fleets that are more tailored than ever before,” Thompson said.

Caterpillar was an early adopter of connectivity and the value that data can bring. We want our customers to be successful, and these technologies are important enablers for that success.