Digital Operations Support Analyst

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining 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 dontjust 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:

Our Cat Customer Support team provides end-to-end customer and dealer support for over 50 Caterpillar products and services. Internally our Caterpillar team manages ongoing support execution and future strategic initiatives to continue to elevate the support experience provided by Caterpillar and our dealers.

What Youll Do:

• Managing 3-5 lines of business for support
• Direct partnership with business partners and stakeholders to ensure continued alignment to scope cost quality
• Ongoing analysis of support data to identify key trends and areas for improvement resulting in recommendations to our internal support team outside support partners or application/service development improvements
• Development of business reviews summarizing support achievements (SLA Customer Satisfaction Quality etc.) as well as key data analysis insights to improve the support experience
• Presentation of business reviews to senior leaders key stakeholders and business partners
• Coordinating collaborative efforts with internal support team members (training quality operations etc.) as well as application teams for continuous improvement efforts

What Youll Have:

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.

Level Working Knowledge:
Delivers helpful feedback that focuses on behaviors without offending the recipient.
Listens to feedback without defensiveness and uses it for own communication effectiveness.
Makes oral presentations and writes reports needed for own work.
Avoids technical jargon when inappropriate.
Looks for and considers non-verbal cues from individuals and groups.

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.

Level Working Knowledge:
Identifies and documents specific problems and resolution alternatives.
Examines a specific problem and understands the perspective of each involved stakeholder.
Develops alternative techniques for assessing accuracy and relevance of information.
Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.
Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Support Policies Standards and Procedures: Knowledge of the organizations customer support policies standards and procedures; ability to guide customers on all company interactions.

Level Basic Understanding:
Obtains documentation and information on standards and their usage.
Describes technical standards and procedures that affect the customer support position.
Identifies key policies governing customer interactions.
Explains the need to define and follow policies standards and procedures.

Performance Measurement and Tuning: Knowledge of system performance testing and programming; ability to monitor measure and optimize system performance and network communication.

Level Basic Understanding:
Describes basic concepts and features of performance metrics in database network hardware and software systems.
Explains reporting and record-keeping procedures.
Identifies components contributing to system performance.
Describes circumstances that cause performance degradation and bottlenecks.

Position Requirements:

• Completed degree from a university/college by start date in Business Administration Communications Marketing or similarOR the equivalent experience
• For individuals pursuing or holding a degree the minimum cumulative GPA is 2.8/4 (no rounding)

Summary Pay Range:

Compensation and benefits offered may vary depending on multiple individualized factors job level market locationjob-related knowledge skills individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility terms and guidelines. This is a summary list of benefits.

• Medical dental and vision benefits*

• Paid time off plan (Vacation Holidays Volunteer etc.)*

• 401(k) savings plans*

• Health Savings Account (HSA)*

• Flexible Spending Accounts (FSAs)*

• Health Lifestyle Programs*

• Employee Assistance Program*

• Voluntary Benefits and Employee Discounts*

• Career Development*

• Incentive bonus*

• Disability benefits

• Life Insurance

• Parental leave

• Adoption benefits

• Tuition Reimbursement

* These benefits also apply to part-time employees

Any offer of employment is conditioned upon the successful completion of a drug screen.

Caterpillar is an Equal Opportunity Employer Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.

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