Job Description

Career Area:

Technology, 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.

Role Definition

Oversees day-to-day support activities for specific products and services.

Responsibilities

Ensures that workforce is adequately staffed to meet customer support requirements. Identifies tasks, assigns and coordinates resources.

Ensures that adequate records and systems are maintained and problems are resolved. Ensures full compliance with the service agreement in effect.

Serves as a point of escalation for all issues that require special attention. Leads a team in the support process through organizational development and resource management; gives professional guidance throughout the planning and delivery process.

Skill Descriptors

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

Level Extensive Experience:

• Differentiates assumptions, perspectives, and historical frameworks.
• Evaluates past decisions for insights to improve decision-making process.
• Assesses and validates decision options and points and predicts their potential impact.
• Advises others in analyzing and synthesizing relevant data and assessing alternatives.
• Uses effective decision-making approaches such as consultative, command, or consensus.
• Ensures that assumptions and received wisdom are objectively analyzed in decisions.

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.

Level Extensive Experience:

• Reviews others' writing or presentations and provides feedback and coaching.
• Adapts documents and presentations for the intended audience.
• Demonstrates both empathy and assertiveness when communicating a need or defending a position.
• Communicates well downward, upward, and outward.
• Employs appropriate methods of persuasion when soliciting agreement.
• Maintains focus on the topic at hand.

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 situations.

Level Extensive Experience:

• Ensures capture of lessons to be learned from a problem-solving effort.
• Organizes potential problem solvers and leads problem resolution efforts.
• Uses varying problem-solving approaches and techniques as appropriate.
• Contributes to standard practices for problem-solving approaches, tools, and processes.
• Analyzes and synthesizes information and devises alternative resolution strategies.
• Develops successful resolutions to critical or wide-impact problems.

Organizational Leadership: Knowledge of leadership concepts and ability to use strategies and skills to enlist others in setting, embracing and achieving objectives.

Level Extensive Experience:

• Employs various group decision-making methods depending on the situation.
• Promotes efficacy through monitoring, coaching & motivating subordinates, intervention, etc.
• Translates vision into specific functional or departmental initiatives.
• Uses emotional contagion to affect the mood of group members, tone of group and group processes.
• Uses a normative decision model (with leadership styles and situational variables) to select style.
• Initiates structure: role clarification, setting standards, holding subordinates accountable, etc.

Customer Interaction: Knowledge of the principles and techniques of communicating with a customer; ability to utilize tools and techniques for customer interaction.

Level Extensive Experience:

• Provides customer support on difficult problems.
• Teaches techniques for transitioning from problem solving to sales opportunities.
• Analyzes the characteristics of threats and selects the proper plan of action for handling them.
• Evaluates techniques for face-to-face, telephone and web-based interactions.
• Advises on methods for identifying leads and procedures for turning them over.
• Implements tactics to de-escalate problem situations immediately.

Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Level Extensive Experience:

• Collaborates with other functions on establishing and documenting joint standards.
• Develops quality assurance and monitoring mechanisms.
• Advises on the development of customer support policies and practices.
• Implements cross-functional standards and procedures.
• Evaluates the impact of standards and policies across functional specialties.
• Analyzes existing and evolving procedures for their efficiency and effectiveness.

Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.

Level Extensive Experience:

• Participates in the development and testing of back-out procedures and recovery strategies.
• Oversees all aspects of release management for the entire installed customer base.
• Develops and disseminates communications about new release training.
• Drafts communications about product release delays.
• Develops distribution dates based on development, testing (QA), validation, packaging activities.
• Conducts impact analysis for major releases or critical applications; assesses benefits and risks.

Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability.

Level Extensive Experience:

• Discusses variables used in standard reliability metrics and their impact on a given metric.
• Identifies methods to improve product performance and recommends design changes.
• Gathers information on product failures to be used for product redesign or enhancement.
• Demonstrates experience with reliability engineering practices for a range of products.
• Uses probability and statistical measures to assess products, estimate and monitor reliability.
• Participates in the definition of success criteria for products and tests.

This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of “essential job functions” as that term is defined by the Americans with Disabilities Act.

Posting Dates:

September 18, 2026 - September 20, 2026

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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