Caterpillar
Cat Digital uses digital technologies to help Caterpillar Inc. customers build a better world.
Chicago, IL
Remote

Technical Support Manager, Cat Digital at Caterpillar

| Chicago | Remote
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Career Area:
Digital
Job Description:
This role primary purpose is ensuring that we deliver and supports all production services to our dealers, customers, and peers, reliably and on time. A successful candidate will manage the geographically diverse CAT Digital Platform support analysts' team, providing guidance, direction, optimizing existing processes, ensuring incidents are addressed urgently, root causes are investigated, and new services are onboarded. The candidate must coordinate with a cross functional development community, 3rd party vendors, Tier 1 and Dealer support teams. Functions of this role include workforce management planning, support cost optimization, staffing efficiencies and continuous improvement initiatives to advance customer experience while achieving service level metrics.
JOB DUTIES:
  • Direct and provide leadership, direction, and guidance to a team of digital operations professionals
  • Accountable for hiring, managing, and mentoring a team or multiple teams of software engineers in delivering the common department goals.
  • Maintain and improve operations by performance monitoring, identifying, and resolving problems, preparing, and completing action plans, completing system audits and analyses, and managing the training and quality assurance programs.
  • Meet service level agreements.
  • Plan, control and manage changes to services, policies, procedures, resources, and facilities to positively and flexibly meet business needs.
  • Continuously evaluate quality and performance trends of 3rd party resources and provide/arrange necessary training.
  • Collect, analyze, and present data for regular performance reports.
  • Evaluate and present resource needs.
  • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service.
  • Collaborate with colleagues to communicate any changes or issues and make sure expectations are aligned.
  • Maintain professional and technical knowledge by tracking emerging trends in operations management.
  • Assists staff in providing service excellence by setting an energetic, helpful and friendly tone.
  • Interacts with members to obtain feedback on quality of product, service levels and overall satisfaction.
  • Ensures team members understand customer service expectations and parameters and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
  • Assesses individual performance, provide feedback, and gives recognition to team members.
  • Facilitates department meetings and trainings for all member services staff.
  • In a vendor manager capacity, hold supplier partners accountable to performance and budget; manage variance and overages.
  • Manage analytics and quality framework
  • 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.
  • 10 or more years of experience working in technology or operations.
  • At least 8 years of experience leading a team of IT support staff
  • Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.
  • Ability to influence behavior change in people (including customers, suppliers, other employees, dealers, etc.) and/or obtain the cooperation and commitment of subordinates as needed

Top Candidates Will Have:
  • Experienced with the use of ServiceNow, Azure Devops, Jira and Confluence
  • Vendor Management experience
  • ITIL Foundational Certification
  • AWS Practitioners certification
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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Where we are

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.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • Google CloudFrameworks
    • AWS (Amazon Web Services)Frameworks
    • Amazon Web ServicesFrameworks
    • AWS ElasticSearchFrameworks
    • AWS Code PipelineFrameworks
    • DockerFrameworks
    • ApigeeFrameworks
    • FlinkFrameworks
    • AkkaFrameworks
    • Amazon ECSFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • DynamoDBDatabases
    • RDSDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • Google OptimizeAnalytics
    • Google Data StudioAnalytics
    • Google Tag ManagerAnalytics
    • Google Search ConsoleAnalytics
    • Microsoft ProjectManagement
    • SalesforceCRM
    • Google Campaign Manager 360Lead Gen
    • Google Display & Video 360Lead Gen
    • Google Search Ads 360Lead Gen
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What are Caterpillar Perks + Benefits

Culture
Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
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
Mental Health Benefits
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
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of Caterpillar

What are some social events your company does?

Whether we’re working virtually or in-person, we are always looking for ways to have fun and grow as a team. Team dinners, coffee chats, ax throwing, chess club, and virtual happy hours are just a few of the activities we do to make work more fun and connect with colleagues around the world.

Madison

Recruiter

What kinds of technical challenges do you and your team face?

It’s amazing to be able to work in an architectural framework where we can negotiate between speed to market and a solid application – software that is well-built, well-designed, well-tested. I find this negotiation both challenging and exhilarating.

MacGregor

Lead Software Engineer

How does the company support your career growth?

I’ve been with Caterpillar for 20 years now, and I’ve been lucky to work on teams that have different focuses. I’ve worked on everything from engineering applications to the latest and greatest digital technology applications.

Rakshan

Digital Product Manager

How do you empower your team to be more creative?

I believe innovative solutions require experimenting, even if not all ideas are successful. My role is to help my team understand a business challenge, promote idea exchange, and encourage exploration of different approaches in search of the solution. Throughout this, we see setbacks as part of the journey to exceptional solutions

Daniela

Analytics Manager

What projects are you most excited about?

Deep learning algorithms, popularized in the past five years, allow us to scan huge volumes of data from Caterpillar's fleet of connected engines and machines for unusual patterns. We're now able to make sophisticated predictions that wouldn’t have been possible 20 years ago.

Dan

Analytics Director

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