Day to day management in supporting a portfolio of 5 – 8 Internal Business Partners
Coordinate support complaints and associated communication avenues
Analyze support data and identify trends to drive process improvements and improve the Customer and Dealer experience.
Work directly with peers for gathering digital product processes and procedures as it results in supporting our Dealers and Customers.
Providing guidelines to Tier 1 support team so they may diagnose, troubleshoot and resolve common technical problems.
Participates in analysis of Dealer identified issues or problems which may require changes to software, procedures, or documentation.
Onboarding new projects into the Cat Connect Support team
Project management of steady state support projects
Develop and conduct monthly business reviews with Clients
Communications to Clients – understanding their needs and providing recommendations back to Clients on how to make necessary process improvements to improve the Dealer and Customer experience.
Identify new scope opportunities and scope/quote as needed for Outbound Campaigns
Participate in quarterly PI Planning for Cat Customer Support
Coordinate enterprise growth through representing and/or deploying a specific platform or group of capabilities of Caterpillar’s world class eBusiness solutions with our enterprise, industry and/or Dealer partners.
Support appropriate partners in deploying digital capabilities, focusing on delivering customer and business value as defined in a variety of ways, typically in the form of online leads, attributable sales, parts sales and support activities – the full customer lifecycle.
Proactively seek to understand the marketing and business objectives of appropriate partners and help coordinate with capability experts on how, when and where capabilities can be best utilized to drive value.
Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes and strategies.
Helps manage and organize appropriate information, dashboards, metrics and other reports for team members to use with their partners.
Supports proper collaboration, coordination, training, communication and alignment among related areas, projects and strategies within the team and with internal and/or Dealer partners.
Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.

Requirements

Bachelor's degree in Information Technology, Management Information Systems, Computer Science, or Business Management
5 years of proven Business Analyst / Data Analyst / Project Management experience
Knowledge with project management methodologies which may include Agile and Waterfall
PMP/Agile certifications
Experience in Agile project management tools such as Mingle, Visual Studio Team Services, Rally, JIRA
Ability to effectively communicate with internal & external teams which may include Dealers, stakeholders, business partners, product management, technical support, agents and customers.
Experience creating guidelines on processes and procedures through requirements gathering, mapping and documentation.
Thorough data analysis skills, working with BI tools such as PowerBI or Tableau to measure KPI’s and generate recommendations for actions and continuous improvement.
Utilizing raw data and subsequently converting it into information useful for decision-making.
Basic technical knowledge for supporting and troubleshooting digital products.
Creation of PowerPoint slides with charts to drive business value
Understanding of MS Suite

Benefits

Medical, dental, and vision benefits*
Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
401(k) savings plans*
Health Savings Account (HSA)*
Flexible Spending Accounts (FSAs)*
Health Lifestyle Programs*
Employee Assistance Program*
Voluntary Benefits and Employee Discounts*
Career Development*
Incentive bonus*
Disability benefits
Life Insurance
Parental leave
Adoption benefits
Tuition Reimbursement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisproject managementrequirements gatheringprocess mappingtroubleshootingKPI measurementdigital product supportbusiness intelligenceAgile methodologiesWaterfall methodologies

Soft Skills

communicationcollaborationcoordinationproblem-solvingcustomer focusanalytical thinkingorganizational skillsstakeholder managementtrainingrecommendation development

Certifications

PMPAgile certification