Customer Services Specialist - Condition Monitoring

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. When you join the Caterpillar Oil & Gas and Marine Division (COGMD), you join a global team that helps to power the global energy industry as well as provide power and propulsion on the water. 

 

Job Summary:  

We are hiring a Customer Service Specialist – Condition Monitoring to support Condition Monitoring Advisors (CMAs) in the Remote Monitoring Center. In this role, the specialist helps aggregate and correlate data across the five elements of condition monitoring—including S•O•S℠ fluid analysis, equipment inspections, electronic data, repair history, and site conditions—to enable the development of timely, actionable recommendations for Caterpillar customers and dealers. These insights help customers lower owning and operating costs, improve equipment availability, reduce warranty exposure, and increase equipment management efficiency, while strengthening customer loyalty, expanding enterprise market share, and supporting growth in parts and service sales 

 
What You Will Do: 

• Answering inbound customer service inquiries. Providing health analysis or troubleshooting and redirecting them when appropriate. 

• Identifying issues and determining appropriate course of action for effective resolution. 

• Processing results from analysis of technical data 

• Understand prime product or component health or status, if action is needed, and require next steps. 

• Aggregate and correlate the five elements of condition monitoring, where all are available. 

• Maintains working knowledge for each of the condition monitoring five elements with subject matter expertise in at least 1 element. 

• Provides equipment recommendations to Caterpillar dealers and customers 

• Use enabling software tools & systems to prioritize and analyze condition monitoring data inputs. 

• Provides information for equipment management, lead tracking and resolution. 

• Assists with preparing monthly reports for customers and their Caterpillar dealers.  

• Participates in ongoing customer meetings with Caterpillar dealers, industry groups, Corporate Accounts, and DSDs as needed.