Global Telematics Support Specialist

Caterpillar Brazil; Peoria, Northern (IL, KY); Hybrid; USD 89,000 - 134,000; Full time

Benefits offered by this job

Medical benefits

401(k) savings plan

Health Savings Account (HSA)

Paid time off

Job summary

Caterpillar 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 ensure timely resolution while maintaining proactive communication with customers and internal teams.

The role requires experience in Telematics or tech-based customer service, familiarity with Cat Digital products, and strong troubleshooting skills across hardware and software.

Qualifications

• 2+ years of experience in Telematics or technology-based customer service and support.
• Strong understanding of Telematics systems, Product Link hardware/software.
• Familiarity with Caterpillar Digital products and related dealer/service portals.

Responsibilities

• Serve as Telematics SME and maintain current knowledge of digital products and applications.
• Manage support cases, service tickets, and inbound inquiries to ensure secure, efficient, customer-focused support.
• Perform technical triage and troubleshooting to diagnose and resolve telematics issues.
• Adhere to SLAs and communicate proactively with customers and dealers.

Skills

Telematics expertise

Technical troubleshooting

Customer support

SLA management

Tools

Salesforce

ServiceNow

Dynamics 365

Job description

Caterpillar 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 ensure timely resolution while maintaining proactive communication with customers and internal teams.

The role requires experience in Telematics or tech-based customer service, familiarity with Cat Digital products, and strong troubleshooting skills across hardware and software.