Location: Houston,TX, USA
**Career Area:**
Product Support
**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.
**Job Summary:**
The Technical Support Associate supports Cat Remote Fleet Vision by serving customers across oil and gas, marine, and energy and transportation. The position will be responsible to provide world-class customer experience while providing all tier 2 support activities for digitally connected machines and equipment around the world.
**What You Will Do:**
+ Providing input to Service Operations Specialists for shop operations, service process improvements, and systems, to help dealers achieve higher service quality and improve profitability.
+ Answering technical enquiries from dealers and customers.
+ Remote support for installation and troubleshooting of company equipment.
+ Primary responsibility is to take ownership for service to the customer, by developing relationships with customers, field technicians, and client support
+ Establish appropriate and professional rapport with customers, using discussions to strengthen the brand promise
+ Accountable to provide complete resolutions to customers through process adherence and developing additional detailed support documentation when necessary
+ Remote support for installation, onboarding, and troubleshooting tier 2 technical product issues using support software and hardware tools
+ Generate and respond to support inquiries, accurately document actions taken, duration of activity, chronology of events and close upon satisfying customer expectations
+ Work with other individuals to follow through on customer support issues. Recognize when to escalate customer concerns or scenarios falling outside the support boundaries through established processes
+ Provide customer support through phone, email, and chat.
+ Follow established policies and procedures
+ Work as part of a team that includes peers, adjacent enterprise teams, and clients to achieve world-class customer service
+ Other duties as assigned
**What You Will Have:**
**Customer Focus:** 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.
**Service Excellence:** Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
**Effective Communications:** 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.
**Problem Solving:** Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
**Relationship Management:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
**Technical Excellence:** Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
**Considerations For Top Candidates:**
+ Relevant technical knowledge (i.e. hardware, software, networking, data storage, troubleshooting, repair)
+ Experience with connectivity and digital equipment troubleshooting
+ Call Center environment experience is a HUGE PLUS
+ Experience with heavy equipment, communication protocols (J1939, MODBUS), connected devices, and telematics a plus.
+ Relevant experience in software and hardware troubleshooting, preferably in a contact center environment
+ Skilled and knowledgeable with various operating systems including Windows and Salesforce
+ Intermediate skills with networking and connectivity troubleshooting (Including wireless, wired and Bluetooth technologies)
+ Must be self-motivated, collaborative, professional, engaged, confident and accountable
+ Must be organized, have ability to handle and prioritize multiple tasks simultaneously, possess critical reasoning skills, communicate effectively, and be focused on customer service
+ Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with customer
+ Possess strong problem-solving abilities, as well as logical troubleshooting skills
+ Excellent written and verbal communication skills
+ Technical understanding mechanical, diesel engine, electrical systems, electronic control systems, generators, parts, or components a plus.
+ Ability to multitask in a fast-paced environment
**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. Weve 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
**About Caterpillar**
Caterpillar Inc. is the worlds 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, weve 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.
This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of essential job functions as that term is defined by the Americans with Disabilities Act.
**Posting Dates:**
October 28, 2024 - November 11, 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.
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