Product Support Specialist – Cat AI Solutions

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.

Your Work Shapes the World at Caterpillar Inc.

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:

The Product Support Specialist Cat AI Solutions provides expert technical operational and customer-facing support for Caterpillars AI-enabled products including the Cat AI Assistant integrated digital applications (e.g. PCC CC VL SIS) and emerging in-cab AI capabilities. This role ensures reliable product performance manages issue resolution supports release readiness and partners closely with product engineering and customer success teams to enable world-class AI solution adoption and lifecycle support.

What You Will Do:

AI Product Support & Issue Resolution

• Facilitate cross functional team to diagnose troubleshoot and resolve technical issues related to AI assistants machine-embedded AI and integrated digital workflows.

• Create and manage trouble reports; validate fixes for completeness correctness and business impact.

• Escalate issues following established procedures and coordinate with engineering for root-cause analysis and corrective actions.

• Provide ongoing support after production launches ensuring updates bug fixes and enhancements are delivered effectively.

Customer & Dealer Support

• Advise customers and dealers on usage configuration and best practices for AI-enabled tools (e.g. troubleshooting parts identification service workflows).

• Deliver training and help documentation ensuring users understand capabilities and limitations of AI systems.

• Capture VOC insights (dealers customers internal users) and translate them into actionable improvements for product teams

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AI Release & Lifecycle Management

• Participate in validation testing packaging and deployment activities for new AI releases and agent capabilities.

• Help coordinate documentation for each release including feature changes known issues and rollout notes.

• Provide readiness support for iterative releases including UAT coordination and cross-functional engagement for approvals (e.g. business sign-off for production launches).

Technical & Product Expertise

• Maintain knowledge of AI models agent capabilities platform integration behaviors machine connectivity constraints and user workflow impacts.

• Support major integrations and customizations across mobile web machine and hybrid environments.

• Advise on platform dependencies data requirements environmental constraints and reliability metrics for AI features.

Cross-Functional Collaboration

• Work closely with Product Management Data Science Engineering Platform teams and Customer Support organizations.

• Support cross-organizational alignment between Cat Digital Cat Technology and other business units to ensure cohesive execution and customer experience.

• Contribute to prototyping pilot rollouts and testing cycles as AI capabilities expand across applications and hardware platforms.

What You Will Have:

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.
Customer Support Policies Standards and Procedures: Knowledge of the organizations customer support policies standards and procedures; ability to guide customers on all company interactions.
Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design configure and integrate technical aspects of software products.
Software Release Management: Knowledge of strategies practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.
Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles methodologies and metrics that increase software product performance and reliability.
Performance Measurement and Tuning: Knowledge of system performance testing and programming; ability to monitor measure and optimize system performance and network communication.

Considerations For Top Candidates:

• Technical Troubleshooting & Problem Solving

  Strong ability to facilitate cross functional experts to diagnose complex issues involving AI agents APIs model behavior connectivity and hardware/software interactions.

  Ability to synthesize information develop resolution strategies and lead problem-solving efforts with cross-functional teams.

• Effective Communication

  Clearly translate technical concepts into accessible language for customers dealers and internal partners.

  Provide concise constructive feedback and interpret non-verbal customer cues when engaging live or virtually.

• AI Product & Platform Knowledge

  Understanding of machine learning fundamentals AI assistant architectures and multi-agent systems.

  Knowledge of digital platform and digital application ecosystems (i.e. SIS PCC CC VL)

• Release Management

  Familiarity with testing validation migration considerations and staged deployment approaches for AI systems.

Preferred Qualifications

• Experience supporting AI products and/or Cat Digital and Technology solutions

• Exposure to Caterpillar digital ecosystem dealer workflows or machine electronics/telematics.

• Background in customer support engineering technical field support or digital product operations.

• Experience with reliability monitoring system performance analysis or AI model evaluation metrics.

Success Indicators

• High uptime and reliability of AI capabilities across applications and machines

• Fast resolution of customer/dealer issues with minimal escalation

• Strong cross-functional collaboration and clear communication

• Continuous improvement through VOC insights and data-driven support metrics

• Smooth high-quality release cycles with rapid adoption of new AI features

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.

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 to 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.

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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