Career Area:
Digital
Job Description:
The Senior Technical Support Engineer is responsible for monitoring overall performance of the Central Cat Customer Care helpline by facilitating customer issues through resolution. This role will develop Tier 1 Cat Customer Care support agents by providing specialization in service and parts for Retail customers seeking assistance from Cat Digital Support.
JOB DUTIES:
Responsibilities of the incumbents is to provide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future eCommerce products and initiatives, with a focus on Retail Technical Support.

• Identify, investigate and obtain resolution commitments for all significant Retail support issues to maintain and improve assigned eCommerce product performance.
• Develop and provide Subject Matter Expertise for eCommerce initiatives including parts information and orders, operation and maintenance questions, machine and attachment questions, and proper resolution of Retail customer inquiries.
• Resolution of commitments; formally document issues and provide follow-up on the resolution process with industry and development teams.
• Reference and interpret operations and maintenance publications to facilitate effective resolution of Retail customer support inquiries.
• Stay current with all eCommerce products and applications, also develop and maintain eCommerce products and application knowledge base and training materials.
• Provide eCommerce product and application support to Tier 1 support resources in an effort to support Caterpillar Retail initiatives.
• Conduct supplier visits to personally provide expert technical assistance on support issues for eCommerce products and applications.

Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.
Basic Qualifications:

• Requires a college or university degree, technical certification or equivalent experience.
• At least 8 years of experience in Parts Technical Support and/or Product Service Support or relates product knowledge background

Top candidates will also have:

• Expertise in product structure knowledge for use in HVC (high velocity Caterpillar) desktop
• Working experience with SIS Web
• Working knowledge of CVAs (Customer Value Agreements)
• Experience applying service information knowledge and technical documentation to troubleshoot customer inquiries
• Working experience with OMM, parts manuals, parts reference guides, and SSO parts lists
• Working knowledge of machine specifications, machine and attachment selection, and general machine operation
• Expertise with customer interaction and resolving customer support inquiries
• Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar's organization.

The preferred location is Peoria, IL, Chicago, IL or Dallas, TX, but remote work within the United States is available for the right candidate.
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Visa sponsorship available for eligible applicants.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
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