Senior Digital Support Engineer – Machinery & Systems

Caterpillar Brazil; Peoria, Northern (IL, KY); Hybrid; USD 113,000 - 169,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) savings plans

Health Savings Account

Flexible Spending Accounts

Career Development

Incentive bonus

Tuition Reimbursement

Parental leave

Job summary

Caterpillar Inc. is seeking a technical customer support professional to identify, investigate, monitor and resolve issues for Construction Industries products, including Grade Control (2D/3D), Payload, Cat Command and Detect/Safety systems, as well as other machine-based inquiries.

You will gather requirements, analyze gaps, troubleshoot with cross-functional teams, and maintain strong partnerships with technical support and business partners.

Qualifications

• Knowledge of customer-focused processes and the ability to translate needs into solutions.
• Good communication skills and ability to interpret information for stakeholders.
• Understanding of system interdependencies and data analysis for decision-making.
• Familiarity with business intelligence concepts and data access for decision support.
• Awareness of application design methodologies and how they translate to technical solutions.
• Strong troubleshooting skills for hardware, software, or system issues.

Responsibilities

• Supports identification, investigation, monitoring, and resolution of customer issues for Construction Industries products.
• Gathers and analyzes business requirements, identifies gaps and informs fixes.
• Participates in troubleshooting, root cause analysis, and issue resolution.
• Follows processes for risk assessment, corrective actions, and quality checks.
• Shares customer feedback with internal teams to improve products and services.
• Supports onboarding of new products into Construction Industries Helpline.
• Stays current on product updates, releases and system changes for effective support coverage.
• Develops and maintains strong relationships with business partner technical support personnel and serves as escalation point.

Skills

Customer Focus

Effective Communications

Systems Thinking

Business Intelligence

Application Design

Technical Troubleshooting

Tools

Salesforce

MS Dynamics

Job description

Caterpillar Inc. is seeking a technical customer support professional to identify, investigate, monitor and resolve issues for Construction Industries products, including Grade Control (2D/3D), Payload, Cat Command and Detect/Safety systems, as well as other machine-based inquiries.

You will gather requirements, analyze gaps, troubleshoot with cross-functional teams, and maintain strong partnerships with technical support and business partners.