Digital Tech Support Analyst

Caterpillar; São Paulo; Presencial; BRL 45.000 - 75.000; Tempo integral

Resumo da oferta

Join a forward-thinking company that is a global leader in construction and mining equipment. This role offers the opportunity to become a Subject Matter Expert on Telematics devices, working closely with dealers across Latin America. You will deliver technical roadmaps, conduct hands-on training, and play a crucial role in customer satisfaction. The position requires a Bachelor's degree and advanced English, with a focus on effective communication and technical troubleshooting. With a commitment to diversity and inclusion, this company values your potential and offers a supportive environment for professional growth.

Serviços

Medical plan

Psychological support

Legal support

Social support

Finance support

Christmas basket

Life and personal insurance

Extended maternity leave

Extended paternity leave

Employee resource groups

Qualificações

• Bachelor's degree required, advanced English proficiency.
• Experience with Caterpillar Telematics or similar products preferred.

Responsabilidades

• Identify and resolve customer issues related to Telematics devices.
• Conduct training for dealers on installation and troubleshooting.

Conhecimentos

Customer Focus

Effective Communications

Business Intelligence

Systems Software Infrastructure

Technical Troubleshooting

Formação académica

Bachelor's Degree

Ferramentas

Salesforce

QRQM

CPI

RWA

Descrição da oferta de emprego

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.

IT IS YOUR TIME!

Caterpillar Inc. is the world’s 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, we’ve 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.

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.

If you are looking for personal and professional growth, in a company with an inclusive culture, which seeks equity, respects differences and believes in people's potential, this is the right place. We consider people with disability candidates and those with diversity in gender, culture, ethnicity, religion, age, generation, race, nationality and sexual orientation.

Important:

- Don’t forget to include a resumé in English in your profile in Workday

- Please frequently check the email associated with your application, including the junk/spam, as this is the primary correspondence method. If you wish to know the status of your application, please use the candidate log-in on our career website as it will reflect any update s to your status.

Job Summary

Identifies, investigates, monitors and resolves customer issues in accordance with standards and processes. This position will work closely with the dealers within Latin America. This role will be the subject matter expert on the installation, configuration, and troubleshooting of Caterpillar Telematics devices, in order to grow the capabilities of our local dealers through hands on training opportunities and assistance.

What you will do:

• Delivering technical roadmaps on business processes and applications to support business objectives, standards and processes.
• Become a Subject Matter Expert on Caterpillar Telematics devices (Product Link), in order to assist our dealers in their own development and training programs on installing, configuring, and troubleshooting these devices.
• Playing a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
• Hands on development of local dealer technicians, to fully support the installation, and troubleshooting of Telematics Devices.

What you have - Skills:

• Customer Focus: Facilitates creation of the 'right' products and services to resolve customer business issues. Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement. Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations. Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
• Effective Communications: Adapts documents and presentations for the intended audience. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Communicates well downward, upward, and outward. Maintains focus on the topic at hand.
• Business Intelligence: Organizes and maintains data to be captured in the data warehouse for BI applications. Develops processes for transforming aggregate data into useful business information. Utilizes internal Caterpillar quality tools, such as Salesforce, QRQM, CPI, RWA, etc. Evaluates key benefits, drawbacks and rationale for existing BI activities.
• Systems Software Infrastructure: Reports software connectivity and integration issues. Analyzes the functions of software on Electronics devices, as it relates to meeting functional requirements. Tests key features for the entire software end to end system.
• Technical Troubleshooting: Discovers, analyzes, and resolves hardware, software or application problems. Works with diagnostic guides, tools and utilities. Handles calls related to product features, applications, and compatibility standards. Records and reports specific technical problems, solving processes and tools that have been used.

Basic Qualifications:

• Bacheloor's Degree.
• Advanced English.

Top Candidates will have:

• Caterpillar dealer, or dealer facing experience. Predominantly working with technical facing personnel both virtually and in person.
• Telematics experience, either with Caterpillar (Product Link) or competitive products.
• Caterpillar user interface experience with systems such as VisionLink, Foresight, or Dealer Services Portal.
• On machine troubleshooting experience with Electronic Control Modules, wiring, and data links, such as J1939 or CDL.

This position will be focused on hands on troubleshooting of Product Link Devices (Telematics), as well as work with the back office where the data is stored. The work will require extensive on site work with dealers, with high levels of travel that are at or above 50% at times.

Some of the offered benefits*:

·Medical plan

·Psychological, Legal, Social and Finance Support Program

·Christmas basket

·Life and personal insurance

·Extended maternity and paternity leave

·Employee resources group (Young Professional, Women in Networking, LAMBDA (LGBTQIA+), Latin Group and Active in Sport

*Caterpillar reserves the right to change or modify benefits at any time, subject prior notice and in compliance with legal requirements. Benefit elegibility may vary by position and location

Caterpillar is an Equal Opportunity Employer (EEO).

Since 1925, Caterpillar Inc. has been helping our customers build a better world – making sustainable progress possible and driving positive change on every continent.With 2020 sales and revenues of $41.7 billion, Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, diesel and natural gas engines, industrial gas turbines, and diesel-electric locomotives.We do business on every continent, principally operating through three primary segments – Construction Industries, Resource Industries, and Energy & Transportation – and providing financing and related services through our Financial Products segment.