Digital Support Manager, Fleet & Equipment Mgmt

Career Area:

Digital

:

Big machines require big thinking. Are you looking for your next big challenge?

Cat® Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.4 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.

Working with a Fortune 100 leader, you can build your career on a global scale and take advantage of development opportunities with emerging technologies. We’ve created an inclusive environment for you to explore your passions, make an impact and do the work that really matters. Join Us.

Job Purpose:

The Digital Support Manager leads a global team of professionals in supporting our Fleet & Equipment Management portfolio of applications. These applications include VisionLink, Cat Interact, Digital Marketplace and our commercial API's.

The Digital Support manager will work closely with Cat Digital Support, as well as our engineering partners to ensure a robust customer support experience. This role will also collaborate closely with dealers, customers and business partners to ensure support and quality expectations are being achieved.

Job Duties:

• Ensures team members understand customer service expectations and parameters, and applies appropriate management techniques such as feedback, coaching and performance management to ensure excellence.
• Track and report application availability and SLA compliance
• Work with engineering partners to ensure progress on defects
• Lead the Bug Review Board to consistently evaluate defects for customer impact.
• Accountable for hiring, managing, and mentoring a team or multiple teams of Digital Support Analysts in delivering key department goals.
• Meet or exceed Service Level Agreements
• Provide leadership to a global team of experienced digital application professionals.
• Collaborate with staff, peer managers and senior leadership to establish, communicate and execute department goals.

Basic Qualifications:

• This position should be familiar with project management methodologies as they will participate in multiple projects representing expertise for the application or process.
• Requires a college or university degree, technical certification or equivalent experience.
• Ability to influence behavior change in people (including customers, dealers, other employees, etc.) and/or obtain the cooperation and commitment of subordinates and peers as needed.
• 10 or more years working in technology or operations.
• At least 5 years of experience leading a team of digital support staff.
• Interpersonal skills to deal with sensitive, emotional or potentially controversial situations.

Top Candidates Will Have:

• ITIL Foundations Certificate
• Previous digital and telematics domain knowledge
• Experience working across a matrix support organization
• Organizational Change Management training
• Experience with Azure DevOps, Salesforce CRM and ServiceNow

Additional Details:

This position has the option to be based out of either our Chicago, IL; Peoria, IL; Irving, TX or Broomfield, CO offices with a flexible hybrid work environment.

#LI-Hybrid

#BI

This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

Summary Pay Range:

$136,488.00 - $204,732.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Annual incentive bonus plan*

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

*Subject to annual eligibility and incentive plan guidelines .

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

Not ready to apply? Submit your information to our Talent Network here .