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Digital Tech Support Analyst, SalesForce

2 months ago

Peoria, United States Caterpillar Full time
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.

Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world.

Job Summary:
Join the Tier 2 support team and be responsible for providing best in class support for dealers and customers using critical applications that Cat Digital builds and manages. Enable customer success by working directly with them as well as the engineering teams to troubleshooting issues to resolution.

What You Will Do:
  • Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.
  • Analyzing business requirements, current technical gaps needed to support business strategies and expectations.
  • Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
  • Communicating about client feedback to technology teams in order to improve deliverables and meet business requirements.
What You Will Have:
  • Technical Troubleshooting: Extensive knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
    Level Extensive Knowledge:
  • Customer Focus: Working knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
    Level Extensive Experience:
  • Data Warehousing: Working knowledge of how to collect data from different information sources and distribute them to users; ability to simplify information systems and make sound business decisions.
    Level Working Knowledge:
  • Effective Communications: Extensive understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
    Level Extensive Experience:
Considerations for Top Candidates:
  • Typically, a college or university degree, technical certification, or equivalent experience
  • Experience with relational databases support, querying and database reporting (typically 2-3yrs)
  • Working experience of creating and running Python scripts
  • Experience with Postman or other tools used to generate and receive API requests and responses
  • Strong working knowledge of SalesForce, Service Now, Azure DevOps and other ticketing and SaaS platforms
  • Troubleshooting and communications skills while interacting with impacted users during high stress situations
  • The ability to adopt new tools and process to improve efficiency and address challenges
  • The ability to work well with a global support team and conduct knowledge transfers
  • Extensive product knowledge of VisionLink, Product Link hardware, Cat Interact, Customer Admin Tool, Cat Inspect and SOS Web Services
  • Previous support experience working with Cat dealers and customers
  • Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar's organization


What You Will Get:

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We've created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Additional Information:

Flexible hybrid work environment

#LI-Hybrid

#BI (used to post on Built In Chicago)

About Caterpillar

Caterpillar Inc. is the world's leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we've been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.

Visa sponsorship available for eligible applicants.

Posting Dates:
June 27, 2024 - July 7, 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.

Not ready to apply? Join our Talent Community.