Global Telematics Support Specialist

Caterpillar Financial Services Corporation; Peoria (IL); On-site; USD 89,000 - 134,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits*

Paid time off plan

401(k) savings plans*

Health Savings Account (HSA)*

Flexible Spending Accounts (FSAs)*

Career Development*

Incentive bonus*

Job summary

Caterpillar Inc. is seeking a Technical Support Analyst to provide worldwide support for digital products and telematics connectivity issues.

You will act as a Telematics SME, manage cases, perform triage, and drive timely resolutions while communicating proactively with customers, dealers, and internal teams. The role emphasizes applying troubleshooting skills, documenting root causes, and contributing to continuous improvement across Caterpillar's digital support functions.

Qualifications

• Knowledge of customer-centric solutions and ability to translate needs into actions.
• Strong communication skills across cross-functional teams and customers.
• Ability to analyze interdependencies within complex systems to drive improvements.
• Hands-on approach to identifying, diagnosing, and solving technical issues.

Responsibilities

• Serve as a Telematics SME, keeping current knowledge of digital products and Telematics solutions.
• Manage support cases, service tickets, and inquiries with a focus on security and customer satisfaction.
• Perform technical triage and troubleshooting for telematics and digital product issues.
• Drive timely resolution while adhering to SLAs and maintaining proactive communication with customers.
• Document issues, impact, and business requirements for accurate reporting.

Skills

Customer focus

Effective communications

Systems thinking

Technical troubleshooting

Tools

Salesforce

ServiceNow

Dynamics 365

Job description

Caterpillar Inc. is seeking a Technical Support Analyst to provide worldwide support for digital products and telematics connectivity issues.

You will act as a Telematics SME, manage cases, perform triage, and drive timely resolutions while communicating proactively with customers, dealers, and internal teams. The role emphasizes applying troubleshooting skills, documenting root causes, and contributing to continuous improvement across Caterpillar's digital support functions.