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DIGITAL TECHNICAL SUPPORT ANALYST

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CAREER AREA:

Digital

JOB DESCRIPTION:

The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.

JOB DUTIES:

Responsibilities of the incumbents is to provide Worldwide monitoring of overall performance (including reliability, durability, maintainability and serviceability) of assigned current and future digital products.

  • 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.
  • Conduct Serviceability Audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications.
  • Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels.
  • Issue Parts Stock Authorization letters to meet abnormal demands due to new field issues with digital products.
  • 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.
  • Participate in Safety Audits and provide technical assistance for defense in digital product and application liability lawsuits.
  • Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Employee is also responsible for performing other job duties as assigned by Caterpillar management from

time to time.

Basic Qualifications:

  • Requires a college or university degree, technical certification or equivalent experience.
  • At least 5 years of experience in infrastructure system administration or support work

Top candidates will also have:

  • Expertise in administration tasks for Windows/Linux operating systems
  • Expertise with relational databases support, querying and database reporting
  • Experience with AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
  • Working experience with programming languages: Powershell, SQL, JSON, DOS and KQL
  • Working knowledge on deploying autoscaling features
  • Expertise with high availability architecture
  • Knowledge of Caterpillar policies and procedures, and a general understanding of Caterpillar’s organization.

Visa sponsorship available for eligible applicants.

EEO/AA Employer.  All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

Not ready to apply? Submit your information to our Talent Network here .

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Kyle Cline
Analytics Manager
PEOPLE-FIRST EXPERIENCE
Work in a setting that prioritizes people
Leading a team isn’t Cline’s only duty. “My most important leadership role is being a father,” he said, commending the parental leave policy that let him be with his newborn son. The human element extends to entities like the Caterpillar Foundation, which among other initiatives, provides support to disaster-impacted areas. “I’m proud to work for a company that prioritizes communities and their people,” Cline said.
Leading a team isn’t Cline’s only duty. “My most important leadership role is being a father,” he said, commending the parental leave policy that let him be with his newborn son. The human element extends to entities like the Caterpillar Foundation, which among other initiatives, provides support to disaster-impacted areas. “I’m proud to work for a company that prioritizes communities and their people,” Cline said.
Caterpillar makes me feel like they want me to stay and grow.
Shilpi Banerjee
Senior Software Engineering Manager
GROW EACH DAY
Advance in a development-minded environment
A 16-year company veteran, Banerjee hasn’t just logged serious time with the company — but mileage, too. From navigating M&As in Japan and tackling new product introduction in China and Singapore, to spearheading digital efforts in India, the technologist has grown immensely since starting as an IT analyst. “At Caterpillar, there are myriad opportunities to explore your potential and grow your career globally,” Banerjee said.
A 16-year company veteran, Banerjee hasn’t just logged serious time with the company — but mileage, too. From navigating M&As in Japan and tackling new product introduction in China and Singapore, to spearheading digital efforts in India, the technologist has grown immensely since starting as an IT analyst. “At Caterpillar, there are myriad opportunities to explore your potential and grow your career globally,” Banerjee said.
Leaders appreciate initiative, enthusiasm, flexibility and the drive to get things done.
Jenny Thompson
Digital Product Manager
Real World Impact
Digital Solutions That Power the Bottom Line
Digital Product Manager Jenny Thompson sees connectivity as a cornerstone of great service. “Our digital services empower customers to improve their efficiency, productivity, profitability and sustainability — directly powering their bottom line,” Thompson said. To transform its customers’ operations, Caterpillar develops digital solutions that combine its many strengths: asset and service data, engineering and robust analytics. “These tools give customers insights about their operations and recommendations for their fleets that are more tailored than ever before,” Thompson said.
Digital Product Manager Jenny Thompson sees connectivity as a cornerstone of great service. “Our digital services empower customers to improve their efficiency, productivity, profitability and sustainability — directly powering their bottom line,” Thompson said. To transform its customers’ operations, Caterpillar develops digital solutions that combine its many strengths: asset and service data, engineering and robust analytics. “These tools give customers insights about their operations and recommendations for their fleets that are more tailored than ever before,” Thompson said.
Caterpillar was an early adopter of connectivity and the value that data can bring. We want our customers to be successful, and these technologies are important enablers for that success.

What are Caterpillar Perks + Benefits

Culture
Volunteer in local community
Caterpillar Inc. participates in local volunteer activities such as the Chase Corporate Challenge
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Recreational clubs
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
View full list of perks + benefits
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