Digital Tech Support Analyst

at Caterpillar, Inc. in Peoria, Illinois, United States

Job Description

NAME OF EMPLOYER:        Caterpillar Inc.

POSITION TITLE:                  Digital Tech Support Analyst

POSITION LOCATION:         540 West Madison Street, Chicago, IL 60661

JOB DESCRIPTION: 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. Issue identification reports in all forms from customers, dealers, industry reps and subsidiaries. Issue investigation, statistical analyses, physical testing, and analysis of application failures returned parts, development of quick field fixes, suggested design or manufacturing improvements. Resolution of commitments; formally document issues and provide 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 best at ed 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, and service training. 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. Telecommuting: 100% Telecommuting Allowed.

REQUIREMENTS: This position requires a bachelor’s degree, or foreign equivalent, in Electrical Engineering, Electronic Engineering, Computer Engineering, or in a related field. Five (5) years of experience as an Information Technology Analyst, Developer, Computer Programmer, or related occupation. Additionally, the applicant must have employment experience with: 1. Administration tasks for Windows/Linux operating systems; 2. Relational databases support, querying and database reporting; 3. AWS services: EC2, S3, VPC, Route 53, RDS, Cloud Formation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES; 4. Programming languages: Powershell, SQL, JSON, DOS and KQL; 5. High availability architecture.

RATE OF PAY: $144,560.00 per year

Applicants who are interested in this position should apply via www.caterpillar.com/careers, search [Digital Tech Support Analyst / Reference # – R0000252825].