Career Area:
Technology, Digital and Data
Job Description:
Job Summary:
As aSenior Digital Tech Support Engineer in Cat Customer Support, you will be the voice, guide, and problem-solver for our global CI customers actively using or onboarding Cat Technologyproduct offerings, Product Link &VisionLink. Youwontjust answerquestions,youllrestore trust, reduce downtime, and help customers feel confident using our products. Every solution you provide will directly improvethecustomerexperience/satisfactionand strengthen our reputation for exceptional service.
What You Will Do:
- Respond to customer inquiries via phone, email, and live chat with empathy, clarity, and accuracy.
- Diagnoseandtroubleshoothardware, software, and connectivity issues
- Provide support for the following technologies:Grade Control (2D/3D), Payload, Cat Command, Detect/Safety systems as well asother machine-based inquiries
- Document issues, solutions, and patterns in our ticketing system to help improve future support.
- Collaborate with product and engineering teams to escalate complex issues and provide feedback for product improvements.
- Meet key performance metrics such as response time, quality, resolution rate, and customer satisfaction scores
What You Will Have:
Customer Focus:Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability toleveragethat information in creating customized customer solutions.
- Ability to listen to and understand customer needs, respond with empathy and urgency, and provideaccurate,timelytechnical solutions that reduce customer effort, restore confidence, and improve the overall support experience.
- Prioritizes customer needs, reduces effort, and delivers a positive support experience.
Effective Communications:Understanding of effective communication concepts,toolsand techniques; ability to effectivelytransmit, receive, and accurately interpret ideas, information, and needs through the application ofappropriate communicationbehaviors.
- Communicates technical information clearly and professionally across phone, email, and chat while actively listening, confirming understanding, and guiding customers through next steps or resolution.
- Communicates escalation details clearly to internal teams so complex issues can be resolved efficiently.
- Ensures written communication is concise, accurate, professional, andin simple terms (limited technical jargon)in order forcustomers to understand
Technical Troubleshooting:Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
- Diagnoses hardware, software, connectivity, application, and machine technology issues by asking targeted questions, analyzing symptoms, using available resources, and guiding customers through clear resolution steps or escalation.
- Analyzes customer symptoms, error messages, system behavior, and available data todeterminelikely rootcause and next steps.
- Guides customers through step-by-step troubleshooting in a clear, calm, and professional manner.
Considerations For Top Candidates:
- Experience working in a contact center environment
- Experience with documentation and knowledge sharing
- Experience with Earthmoving and Heavy Equipment technology which includes Grade Control (2D/3D) and Payload
- Experience with Detect & Safety Systems
- Cat Command, Product Link,VisionLink,as well astechnicalknowledge ofCat machines,enginesand generators
- Mechanical aptitude and the ability to understand machine systems, components, and operational behaviorispreferred
- Experience with CRM tools with Salesforce or MS Dynamics preferred
Additional Info:
- Bilingual (English/Spanish a plus)
- Flexibility to work hours between 6:00am 6:00pm (Central Time)
Summary Pay Range:
$112,710.00 - $169,060.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location,job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.
Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement
* These benefits also apply to part-time employees
Visa Sponsorship is not available for this position.
Posting Dates:
June 30, 2026 - July 12, 2026
