Digital Tech Support Analyst
Caterpillar

Career Area:
Business Technologies, Digital and Data
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.

Caterpillar Inc. seeks Digital Tech Support Analyst at its facility located at 5205 N. O'Connor Boulevard, Suite 100, Irving, TX 75039. Responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution. Provide worldwide monitoring of overall performance including reliability, durability, maintainability and serviceability of assigned current and future digital products. Identify, investigate and obtain resolution commitments for all significant field issues to maintain and improve assigned digital product performance. Identify issues and reports in all forms from customers, dealers, industry reps and subsidiaries. Issue investigation and statistical analyses, physical testing and analysis of application failures, returned parts, development of quick field fixes, suggested design or manufacturing improvements, etc. Resolution of commitments includes formally documenting issues and providing follow-up on the resolution process with industry and development teams. Conduct serviceability audits on NPI for digital products and applications. Provide input for setting targets for digital product and application reliability, durability and serviceability to be stated in the functional specifications. Initiate service publications to announce significant digital product and application improvements and temporary field fix information to key dealer personnel, through appropriate communication channels. Issue parts stock authorization letters to meet abnormal demands due to new field issues with digital products. Stay current with all digital products and applications, also develop and maintain a digital products and application knowledge base and training materials. Provide digital product and application support to distribution services divisions (DSDS), dealers, corporate account managers, subsidiary service groups, warranty technicians, sales development, product support development, test & evaluation, research, service training, etc. Participate in safety audits and provide technical assistance for defense in digital product and application liability lawsuits. Conduct dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications. REQS: This position requires a Bachelor's degree, or foreign equivalent, in Computer Science, Electrical Engineering, Electronics Engineering or a related field and 5 Years of experience in infrastructure system administration or related occupation. Alternatively, the employer will accept a Master's degree, or foreign equivalent, in Computer Science, Electrical Engineering, Electronics Engineering or a related field and 3 Years of experience in infrastructure system administration or related occupation. Additionally, the applicant must have 2 years of employment experience with: (1) Cloud Architecture and Design including architecture and design principles of major cloud platforms such as AWS, Azure, and/or Google Cloud Platform; (2) Cloud Security, compliance, and identity/access management (IAM); (3) Infrastructure as Code (IAC), including: Terraform, AWS CloudFormation, or Azure ARM templates; (4) Serverless Computing including designing and deploying serverless applications using AWS Lambda or Azure Functions; and (5) Python, Powershell, and JavaScript. Applicants who are interested in this position should apply via www.caterpillar.com/careers , search [Digital Tech Support Analyst / Reference # R0000278401 ]. # LI-DNI

Posting Dates:
October 14, 2024 - February 10, 2025
Any offer of employment is conditioned upon the successful completion of a drug screen.

EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.

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