Technical Support Associate

Career Area:

Product Support

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About Caterpillar Oil & Gas and Marine

Caterpillar’s Oil and Gas division, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership.  Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry. 

We are currently seeking a Technical Support Associate in Houston, Texas. The Technical Support Associate supports Cat Remote Fleet Vision by serving customers across oil and gas, marine, and energy and transportation. The position will be responsible to provide world-class customer experience while providing all tier 2 support activities for digitally connected machines and equipment around the world.

Rotating on-call periods will be required.

What You Will Do:

• Answering technical enquiries from dealers and customers.
• Remote support for installation and troubleshooting of telemetry equipment.
• Primary responsibility is to take ownership for support to the customer, by developing relationships with customers, field technicians, and dealers.
• Establish appropriate and professional rapport with customers, using discussions to strengthen the brand promise.
• Accountable to provide complete resolutions to customers through process adherence and developing additional detailed support documentation when necessary.
• Remote support for installation, onboarding, and troubleshooting tier 2 technical product issues using support software and hardware tools.
• Generate and respond to support inquiries, accurately document actions taken, duration of activity, chronology of events and close upon satisfying customer expectations.
• Work with other individuals to follow through on customer support issues. Recognize when to escalate customer concerns or scenarios falling outside the support boundaries through established processes.
• Provide customer support through phone, email, and chat.
• Follow established policies and procedures.
• Work as part of a team that includes peers, adjacent enterprise teams, and clients to achieve world-class customer service.
   

Top Candidates Will Have:

• Call Center environment experience is a highly desirable
• Experience with heavy equipment, communication protocols (J1939, MODBUS), connected devices (Including wireless, wired and Bluetooth technologies), and telematics a plus.
• Skilled and knowledgeable with various operating systems including Windows and Salesforce
• Must be self-motivated, collaborative, professional, engaged, confident and accountable
• Must be organized, have ability to handle and prioritize multiple tasks simultaneously, possess critical reasoning skills, communicate effectively, and be focused on customer service

What You Have – Skills, Knowledge, & Experiences:

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.

Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situation