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Digital Tech Support Analyst

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Career Area:
Business Technologies, Digital and Data
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.
Caterpillar Inc. seeks Digital Tech Support Analyst at its facility located at 540 West Madison Street, Chicago, IL 60661.
Job Description:
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, physical testing, and analysis of application failures returned parts, development of quick field fixes, suggested design or manufacturing improvements. 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 best at ed 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, and service training. Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits. Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications. Telecommuting: 100% Telecommuting Allowed.
REQS: This position requires a bachelor's degree, or foreign equivalent, in Electrical Engineering, Electronic Engineering, Computer Engineering, or in a related field. Five (5) years of experience as an Information Technology Analyst, Developer, Computer Programmer, or related occupation. Additionally, the applicant must have employment experience with: 1. Administration tasks for Windows/Linux operating systems; 2. Relational databases support, querying and database reporting; 3. AWS services: EC2, S3, VPC, Route 53, RDS, Cloud Formation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES; 4. Programming languages: Powershell, SQL, JSON, DOS and KQL; 5. High availability architecture.
Applicants who are interested in this position should apply via www.caterpillar.com/careers , search [Digital Tech Support Analyst / Reference # R0000252825
Posting Dates:
April 12, 2024 - August 17, 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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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.