Digital Tech Support Analyst

Caterpillar Inc; Chennai; On-site; INR 5,00,000 - 12,00,000; Full time

Job summary

An established industry player is seeking a dedicated professional to tackle Telematics Quality issues. This role involves hands-on investigation and resolution of quality defects in onboard Telematics devices, ensuring effective communication with dealers and customers. You'll develop troubleshooting techniques and conduct root cause analysis, playing a key role in enhancing product quality. Join a dynamic team where your insights will shape the future of technology and customer satisfaction. If you are passionate about problem-solving and customer engagement, this opportunity is perfect for you!

Qualifications

• Strong customer relationship management and problem-solving skills.
• Experience in analyzing quality issues and developing troubleshooting techniques.

Responsibilities

• Investigate and resolve Telematics dealer and customer issues.
• Conduct risk assessments and root cause analysis for quality assurance.

Skills

Customer Focus

Effective Communications

Business Intelligence

Technical Troubleshooting

Systems Software Infrastructure

Tools

CPI Tool

RWA

QRQM

SIMSi

Job description

Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

Job Summary:
Identifies, investigates, monitors and resolves Telematics dealer and customer issues in accordance with standards and processes. This position will play a hands-on role in the investigation and resolution of Telematics Quality issues, specific to the onboard Telematics devices. This will entail investigating quality defects within the product, working with dealers and customers to understand their issues, and providing that information back to engineering teams to work through root cause analysis and implementation of quality fixes.

What You Will Do:

1. Utilize troubleshooting tools to analyze quality issues and isolate them to the cause of the problem.
2. Develop troubleshooting techniques for Telematics Quality Issues, working with Caterpillar dealers and customers to teach and deploy these techniques.
3. Play a key role in conducting risk assessments, root cause analysis, corrective actions, quality assurance processes, and routine issue resolution.
4. Communicate client feedback to technology teams to improve deliverables and meet business requirements.

Skill Descriptors

Customer Focus:
Fosters strong customer relationships via delivery on commitments, open communication, and ongoing 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. Communicates and models the criticality of customer focus as an organizational strategy. Must be capable of working with dealers and customers who are in the midst of having critical customer issues, and helping them through the problems in a constructive manner.

Effective Communications:
Adapts documents and presentations for the intended audience, which could be internal Caterpillar or externally to dealers or customers, on-site at their locations. Demonstrates both empathy and assertiveness when communicating a need or defending a position. Capable of taking information from internal engineering teams and translating this into common, everyday language that will allow our dealers and customers to understand the issue at hand.

Business Intelligence:
Develops processes for transforming aggregate data into useful business information. Evaluates metrics and quality information to provide feedback to the team on areas of focus for quality projects.

Systems Software Infrastructure:
Reports software connectivity and integration issues. Ability to process validation plans to understand if quality issues have been properly resolved in the current release of software. Analyzes the local software architecture components and products. Tests key features for the entire software infrastructure environment.

Technical Troubleshooting:
Discovers, analyzes, and resolves hardware, software or application problems. Works with vendor-specific diagnostic guides, tools and utilities. Handles calls related to product features, applications, and compatibility standards. Analyzes Telematics devices and data coming from telematics devices to determine where the likely breakdown of data flow is occurring, as part of advanced troubleshooting.

Considerations For Top Candidates:

• Utilizes critical internal Caterpillar quality tools to create insights from quality data. Systems include a deep knowledge of the CPI Tool, RWA, QRQM, and SIMSi.
• Experience with Telematics devices that monitor datalink traffic and utilize cellular or satellite communications to transmit that data to the cloud.
• Background in troubleshooting electronics components, such as Electronic Control Modules, sensors, and datalinks.