Digital Tech Support Analyst

Job Description:
Digital Tech Support Analyst

JOB PURPOSE: This position is on the Quality Team within the Cat Digital organization. The primary objective of the Digital Tech Support Analyst is to investigate potential field issues within the Telematics End to End system for further quality review. This could include internal validation review, or working directly with dealers and customers for issue investigation. This team has enterprise accountability for end to end quality responsibility for the telematics system. End to end includes machine and engine data quality, Product Link hardware and software quality, cellular or satellite communications, data storage, and data presentation to the customer via the User Interface. This position will have a focus for Offboard Products within the system architecture, which would be primarily dealing with web based applications. The quality of our connected devices is critical to our services growth strategy as well as being foundational to the deployment of effective digital solutions for our dealers and customers.

JOB DUTIES: -

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.
Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials.
Provide digital product and application support to Distribution Services Divisions (DSDs), dealers, Corporate Account Managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc.

Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications
Identifies key elements such as TIB (Technical Information Bulletin), and coordinates timely completion.
Acts as technical liaison between Caterpillar, dealers, and customers and provides technical product support.
Conducts dealer and customer site visits to provide expert technical assistance on urgent field problems. Keeps engineering and the field organizations appraised of activities and/or status of product problems.
The most challenging and important part of this job is working through the product problem process involving the identification and coordination of the recommended changes through the problem resolution system.
Required Qualifications:

Position requires a four-year degree from an accredited college or university in an engineering or technology related field, or equivalent job related experience.
Previous dealer facing Product Support, Telematics, or Caterpillar Continuous Product Improvement experience.