DIGITAL TECHNICAL ENGINEER TEAM LEADER

| Chicago

Description

JOB PURPOSE:

This position will enhance the acceptability and salability of Caterpillar digital products, including hardware, software and applications, as well as reduce warranty costs, churn rate and customer impact

 

from product issues.

 

 JOB DUTIES:

 

  • Direct and lead a team of 2-5 Digital Service Engineer I resources.
  • Worldwide accountability to monitor the overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.
  • Oversee and report on the day to day operational service delivery against SLAs, drive service improvements, interface with key cross functional support teams and ensure that the team is best placed to continually deliver in a dynamic and fast-evolving environment.
  • Provide leadership and coordinate with other digital product and application support teams on the long term design and development of product support strategies.
  • 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, etc.
  • Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
  • Analyze and develop new customer service rep training or customer self-service opportunities, based on lost sales, churn, and customer issues.
  • Conduct field follow programs to evaluate overall customer acceptance of new digital products and applications.
  • Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
  • Support division's business plan. Develop training materials within budget.
  • Design, prepare and conduct training relating to Incident and Problem Management
  • Monitors the resolution of Incidents in a proper and timely manner and adhere to objectives set forth in Service Level Agreements.
  • Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis 
  • Ensures Incident/Service Request are properly detailed, categorized and prioritized.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problem Knowledge Articles, Known Errors, etc.)
  • Document troubleshooting steps and service restoration details, train Tier 1 where possible to resolve issues at entry level
  • Verify resolution with end-users and resolve assigned Incidents.
  • Escalate unresolved Incidents to Tier 3.
  • Develop and maintain a “Follow the Sun” support strategy
  • Line management, recruitment, staff development, and resource forecasting.
  • Recruit the Application and API Tier 2 Support team - Drive the Support Services staff management process including interviews, hires, terminations, reviews, and performance evaluations

 

#L#LI

Qualifications

Basic Qualifications:

 

  • Bachelors degree
  • 1-3 years technical support experience in the digital space.
  • 1-2 years experience with supporting AWS applications
  • Experience with change management, continuous improvement initiatives, ITIL, and/or project management
  • Experience managing 3rd party integrations
  • Experience troubleshooting technical issues and familiarity with tools such as Postman for APIs

Top Candidates will also have:

 

  • Able to build relationships with various stakeholders.
  • Manage people effectively to adhere to SLAs
  • Good escalation management skills
  • Data analysis and support metrics
  • Translating complex technical concepts into everyday language
  • Familiarity with Support products such as ServiceNow, Confluence
  • Self-motivated and highly professional with ability to lead and take ownership and responsibility 
  • Strong customer service and support focus with a desire to deliver a high quality service 
  • Ability to multi-task, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Fast learner, energetic and enthusiastic
  • Adaptable and flexible to business demands
  • Effective communications skills, credibility, persuasiveness and high stress tolerance are required.
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Technology we use

  • Engineering
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Location

In the heart of Chicago's lively West Loop area, we have easy access to public transport, great bars and restaurants, and an awesome office roof deck.
Caterpillar Does Digital: The Machine Learning Behind the Machines
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What are Cat Digital Perks + Benefits

Culture
Partners with Nonprofits
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Someone's primary function is managing the company's diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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