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

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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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.