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Job Description

Provides first line of support for problem resolution and/or recommendations on selected products and services.

Day to Day:

• Monitor equipment through Caterpillar Marine Digital Tools

o Review equipment alerts

o Act on alerts with Technical Lead, CORE Manager, Fleet Manager, and customers

o Provide comments on actions

o Cross-reference digital tools while troubleshooting

• Provide technical information to customers, Fleet Managers, and dealers for service with trouble calls

• Document issues and status through the Salesforce platform

Communicate noted issues to customers through the Salesforce platform

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• High School Diploma, GED, or equivalent

• 1–3+ years working on machinery such as combustion engines, hydraulic systems, or pneumatic devices

• 1–3+ years' experience with analytical data utilizing quantitative analysis, preferably in data science or engineering

• 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.

• Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.

• 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.

• Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.

• Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.

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